Assistant Manager -CRM

Job Description

Job Description Position Senior Executive Service Function CRM Department Service Base Location Bengaluru Reporting to Manager - Service Created on date 20 Jan 2025 Created by Saneesh M Position Summary Position will be responsible for CRM Developments, Process Enhancements & Supports. The position will be responsible for CRM Training, Service SOP Developments, Call Centre Management & Training, Onboarding & Driving New Technologies for Service & Call Centre Operations, Service MIS & Data Analytics. Role & Responsibilities CRM Developments, Process Enhancements & Supports. • Evaluating & Understanding Market Changes of process adaptations. • ID Creations & Accessing or review of Users Access permissions & Corrections. • New Process Additions based on business demands. • Enhancement of CRM Process & Controls. • Knowledge of Salesforce Administration management. • Learn and know end to end Process and Train users New & Existing team. • Providing Support on all CRM Related technical issues. • Error Fixing and Workflow/trigger rule managements. • Training in CRM for Call Centre Users. • Develop and Build all Service-Related Process SOP’s. • Accountable for Data Governance and Security of Users. Managing the call centre operation • Plan & Forecast Call Centre Manpower requirement. • Close monitoring of call load & seasonal impacts and action on time. • Vendor & Cost Management for Call Centre Operation. • Performance monitoring of the call center and their SLA of Quality, AHT, CSAT & Training & Other Performance metrics etc. • Enhancement of Customer Experience and results at Call Centre. • Management & Monitoring all Out Bound Process at Call Centre. • Coach and mentor staff on product and services and customer service issues • Monitoring of CRM on a regular basis for smooth operations. • Identify training needs and create training programs for talent development. • Close watch on system changes/needs & supports. • All related technological supports. Onboarding & Driving New Technologies for Service & Call Centre Operations. • Development & Management of all new Service Technologies like Voice Bot, Chat Bot, Cloud Telephony etc. • Evaluating newly available technologies and exploring opportunities to enhance customer experience. • Integration of Support of existing & New Tools to Salesforce CRM. • Knowledge and implementation of Power BI Tool for Data Analytics. • Knowledge and implementation of Tableau Tool for Data Analytics. • Knowledge and implementation of SQL Queries & Big Data Management Tools. • Onboarding and SOP Creation for all new Toll Utilization & Implementation. • Social Media Tool Integrations to Monitor and support Customer Escalations. • Omni Channel Development for better and futuristic customer experience. • Development of Newer AI Tools and Process to System. Service MIS & Data Analytics. • All Post Sales related Data Understanding and Analytics. • Data Analysis and Visualization with Big Data Management tools. • Knowledge and experience in handling & developing Dashboard of Power BI tool. • Knowledge and experience in handling & developing Dashboard of Tableau. • Knowledge and Management of Data SQL Database, Use of Macros, Power SQL Queries. • Knowledge and advanced skills in use of Master Excel, Power Point etc. Collaborating with other departments • Works with other departments, such as sales and service, to align customer service strategies with overall business objectives • Builds and maintains solid customer relationships, understanding their needs and providing personalized service solutions • Supports in Data & Analytics as on when required. Qualification & Experience • Bachelor of Engineering • 2+ yrs of working experience in CRM or Salesforce Administration/ Call center management Knowledge & Skills • Team Management • Customer Management • Coordination with multiple levels and cross functional teams. • Communication and Presentation