Key Responsibilities:

1. 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.

2. Internal Technology Support:

- Act as the first point of contact for internal technology-related hardware and 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.

3. 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.

4. 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.

5. 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:

1. Education & Experience:

- Bachelor's degree in Engineering (BE/BTech) from a recognized university.

- 3 - 4 years of experience in CRM, operations, technology support, or business systems roles will be preferred.

- Strong preference for candidates who have managed a team of 3+ members.

2. 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.

3. Technical Skills:

- Familiarity with CRM platforms such as LeadSquared, Salesforce, HubSpot, Zoho CRM, etc.

- Strong preference for knowledge of LeadSquared 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 programming knowledge is a plus.

- Experience with reporting and dashboarding tools is an advantage.