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

- Strong analytical and logical thinking skills.
- Excellent problem-solving abilities.
- High attention to detail and process orientation.
- Strong communication and stakeholder management skills.
- Ability to work across multiple projects and teams simultaneously.
- Curiosity and willingness to learn new technologies.
- Strong preference if you have managed a 3+ member team

Technical Skills (Preferred)

- Familiarity with CRM platforms such as LeadSquared, Salesforce, HubSpot, Zoho CRM, etc.
- Robust preference for knowledge of Lead Squared CRM
- Good working knowledge of Excel and Google Sheets.
- Basic understanding of APIs, integrations, and automation tools.
- Familiarity with AI tools, chatbots, and conversational analytics.
- Basic SQL knowledge is a plus.
- Basic Level of Programming is a plus
- Experience with reporting and dashboarding tools is an advantage.

What Success Looks Like in This Role Within the first 612 months, the candidate should:

- Become the go-to person for LeadSquared administration and optimization.
- Become well-versed in building LeadSquared & applications around it
- Ensure timely resolution of internal technology requests.
- Improve CRM adoption and process efficiency across teams.
- Generate actionable insights from AI calling and chatbot data.
- Drive automation initiatives that reduce manual effort and improve productivity.

📌 Deputy Team Lead - CRM & Technology (Mumbai)
🏢 Zell Education
📍 Mumbai