Grove Global Consult is a consulting and recruitment agency providing strategic consulting services to the private business sector worldwide. We are seeking a skilled CRM Manager to join our client’s team.

Role Overview: The CRM Manager plays a crucial role in optimizing call center operations through effective dialer system management and CRM integration. This individual will collaborate closely with sales teams, team leaders, and management to ensure efficient lead distribution, effective dialer strategies, and maximized client engagement.

Key Responsibilities:

Dialer & Lead Management:

• Set up and manage dialer strategies to maximize lead engagement.
• Optimize dialer settings to balance productivity, compliance, and agent efficiency.
• Monitor and adjust pacing, call lists, and agent queues in real-time.
• Ensure CRM data is accurate, up to date, and aligned with sales operations.
• Oversee lead distribution, prioritizing high-potential leads and reallocating as needed.

Performance Analysis & Reporting:

• Analyze CRM reports to identify areas for improvement in lead handling and agent performance.
• Track key metrics such as connection rates, agent talk time, and lead conversion rates.
• Generate weekly reports on dialer and lead performance for management review.

Collaboration & Training:

• Work closely with sales teams and managers to align dialer strategies with business goals.
• Train agents and team leaders on CRM best practices and dialer usage.

Technical & Operational Support:

• Identify and troubleshoot technical or operational issues with the dialer system.
• Escalate and resolve challenges promptly to maintain seamless operations.

Job Requirements:

• Proven experience in managing dialer systems in a call center environment.
• Strong knowledge of CRM tools and lead management best practices.
• Background in the FinTech industry is highly preferred.
• Analytical mindset with the ability to interpret data and optimize processes.
• Excellent communication and collaboration skills.
• Ability to thrive in a fast-paced, results-driven environment.

Ready to excel in a dynamic environment? Apply now!

Recruitment license issued by the Ministry of Labor and Social Policy under No. 3018 /30.04.2020