Deputy Team Lead - CRM & Technology

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.
• Strong 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.