MANAGER - CRM & PROJECTS

1. Analyse customer data using CRM systems to identify key trends and preferences. Implement the findings in the business, such that it eases the business process and flow resulting in increased sales and productivity at Call Centre & BPO
2. Subsequently, monitor the results and present regular reports on the progress and efficacy of CRM systems to senior management.
3. Audit the data extracted from CRM to ensure its accuracy and identify opportunities for process optimization!
4. Collaborate closely with the field business team, L&D team, BPO & Call Centre teams to analyse trends, customer feedback, and enhance customer scripts and approaches to    optimize customer satisfaction!
5. Should be able to channelize the right feedback for each case and take necessary actions with concerned teams to ensure complete feedback for every lead assigned in CRM.
6. Based on reports, set sales and file process goals at Call Centre & BPO and train representatives accordingly to capture the right feedback in the system
7. Will be the Subject matter expert in implementing the CRM system across Call Centre & BPO and will take ownership to ensure the users use the CRM in the right expected manner.
8. Will be the FPR at Call Centre & BPO functions to drive any new system enhancement / IT development via change requests and ensure the targeted features are implemented in the system within the agreed timelines.