Key Responsibilities:

CRM Administration & Optimization
- Manage and maintain the LeadSquared CRM platform.
- Create, update, and optimize workflows, automations, forms, reports, and dashboards.
- Ensure data accuracy, system hygiene, and process compliance within the CRM.
- Work closely with business teams to understand requirements and implement CRM solutions.
- Identify opportunities to improve operational efficiency through CRM enhancements.

Internal Technology Support
- Act as the first point of contact for internal technology-related hardware & software requests.
- Manage and resolve tickets raised by various departments.
- Coordinate with internal and external stakeholders to troubleshoot issues.
- Document solutions, processes, and best practices.

AI Calling & Communication Analysis
- Review and analyze AI-generated call recordings, transcripts, and insights.
- Monitor call quality, agent performance, and customer interactions.
- Identify trends, gaps, and opportunities for improvement.
- Generate reports and actionable recommendations for business teams.





Chatbot & Conversational AI Analysis
- Monitor chatbot performance and user interactions.
- Analyze conversation flows and identify failure points.
- Recommend improvements to increase engagement, resolution rates, and customer experience.
- Work with technology vendors and internal teams to implement enhancements.

Data Analysis & Reporting
- Prepare dashboards, reports, and business insights using available tools.
- Analyze operational metrics and identify areas for improvement.
- Support management with ad-hoc data requests and process reviews.

Desired Candidate Profile

Education
- Bachelor's degree in Engineering (BE/BTech) from a recognized university.
- Candidates with 3-4 years of experience in CRM, operations, technology support, or business systems roles will be preferred.

Skills & Competencies
- Robust analytical and logical thinking skills.
- Excellent problem-solving abilities.
- High att

📌 Deputy Team Lead (Mumbai)
🏢 Zell Education
📍 Mumbai