Technology & CRM Deputy Team Lead

About the Role

We are looking for a proactive and detail-oriented engineering graduate to join our Technology Team. This role sits at the intersection of technology, operations, data, and business processes. The ideal candidate will help manage and optimize our CRM platform (Lead Squared), support internal stakeholders, analyze AI-driven communication tools, and contribute to process automation initiatives. This is an excellent opportunity for someone who enjoys problem-solving, working with different teams, and leveraging technology to improve business efficiency.

Key ResponsibilitiesCRM 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 ProfileEducation

• 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.