CRM Live Monitoring & MIS Executive

Job Title: CRM Live Monitoring & MIS ExecutiveDepartment: Sales Operations

Industry: Real Estate

Reports To: Sales Manager / Management

Job PurposeThe CRM Live Monitoring & MIS Executive will be responsible for real-time monitoring of all leads and CRM activities, ensuring that no lead is unattended, follow-ups happen on time, inbound and outbound calls are properly managed, and accurate MIS reports are provided to management.

This is not only a data-entry role. The person must actively monitor, question, follow up, alert, and escalate whenever the sales process is not being followed.

• Key Responsibilities1. Live CRM MonitoringMonitor CRM continuously during working hours.
• Ensure every fresh lead is attended within the defined timeline.
• Check whether calls, remarks, comments and next follow-up dates are updated correctly.
• Identify unattended, overdue and untouched leads immediately.
• Monitor lead movement through:
• Fresh Lead → Contacted → Interested → Follow-up → Visit Planned → Visit Confirmed → Visit Done → Booking
• Ensure there are no leads lying without a clear next action.
• Immediately alert the concerned employee/manager about pending actions.
• Escalate repeated non-compliance to management.
• 2. Inbound Call ManagementMonitor all incoming customer calls.
• Ensure missed calls are called back promptly.
• Track inbound enquiries and ensure they are entered into CRM.
• Ensure proper lead allocation to the concerned telecaller/executive.
• Check whether customer requirements and call outcomes are properly recorded.
• 3. Outbound Call MonitoringMonitor telecaller outbound calling activity.
• Track:
• 
  
• Calls attempted
• Calls connected
• Meaningful conversations
• Interested customers
• Follow-ups
• Site visits planned
• Site visits confirmed
• Identify employees with low calling activity or poor conversion.
• Ensure pending follow-up calls are completed within the scheduled time.
• 4. Site Visit MonitoringMaintain live tracking of:
• Visit Planned → Visit Confirmed → Visit Done → Booking
• Verify that confirmed visits are genuine and properly updated in CRM.
• Coordinate between telecallers and sales executives for upcoming visits.
• Track cancellations and no-shows and ensure immediate follow-up.
• Ensure every completed site visit has a proper outcome and next action.

5. MIS & Management ReportingPrepare accurate daily, weekly and monthly MIS, including:

• Fresh leads received
• Leads attended/unattended
• Inbound calls
• Outbound calls
• Connected calls
• Interested customers
• Follow-ups due/completed
• Site visits planned
• Site visits confirmed
• Site visits completed
• Bookings
• Staff-wise performance
• Lead source-wise performance
• Lead-to-visit conversion
• Visit-to-booking conversion
• Pending and overdue activities

6. Lead Leakage ControlThe primary responsibility is to ensure:

“NO LEAD IS MISSED, NO FOLLOW-UP IS MISSED AND NO CUSTOMER IS LEFT WITHOUT A NEXT ACTION.”

The employee must identify:

• Unattended fresh leads
• Missed follow-ups
• Leads without remarks
• Leads without next-action dates
• Incorrect CRM statuses
• Missed inbound calls
• Customers not contacted after site visits
• Leads remaining in the same stage for too long

Any such issue must be corrected or escalated immediately.

Daily Working StyleThis role requires live monitoring throughout the day, not reporting only at the end of the day.

The executive should continuously:

Monitor → Identify Gap → Inform Concerned Person → Follow Up → Verify Completion → Escalate if Pending → Update MIS

Daily Management DashboardManagement should receive a short dashboard showing:

Leads Received | Leads Attended | Unattended | Calls | Interested | Follow-ups | Visits Planned | Visits Confirmed | Visits Done | Bookings | Pending Actions

It should also clearly highlight which employee is responsible for every pending activity.

• Required SkillsStrong knowledge of CRM systems
• Advanced Excel / Google Sheets
• MIS reporting and data analysis
• Good communication and coordination skills
• Strong follow-up ability
• Ability to work with sales teams
• High attention to detail
• Ability to identify discrepancies quickly
• Comfortable questioning and escalating pending work
• Real-estate CRM experience preferred

Preferred ExperienceExperience: 1–3 years in CRM, MIS, Sales Coordination, Call Centre Monitoring or Sales Operations.

Real-estate industry experience will be an added advantage.

Key Performance Indicators (KPI)Performance will be measured mainly on:

Fresh Lead Response Time | % Leads Attended | Follow-up Compliance | CRM Update Accuracy | Missed Call Closure | Site Visit Tracking Accuracy | MIS Accuracy | Lead Leakage | Escalation Effectiveness

Most Important KPITarget: 100% lead accountability and near-zero lead leakage.

Every lead must have an owner, current status, latest remark and next action.