Posted Apr 16, 2024 279 views
As a vital member of our team, you'll be at the forefront of optimizing our call center's performance through cutting-edge Salesforce CRM and JustCall CTI dialer systems. From analyzing key performance indicators (KPIs) to developing bespoke business applications, you'll play a pivotal role in driving efficiency and enhancing customer experiences.
Responsibilities:
- Serve as the resident expert on Salesforce and call center operations, providing strategic insights and technical expertise.
- Elevate call center performance by analyzing KPIs, identifying actionable insights, and implementing data-driven solutions.
- Develop customized business applications to streamline sales systems and ensure seamless project delivery.
- Oversee Salesforce and Five9 dialer administration, maintaining data integrity and resolving issues promptly.
- Empower stakeholders through comprehensive system training and documentation, fostering a culture of continuous improvement.
- Track developments and present KPI reports to key stakeholders, driving informed decision-making.
Technical Requirements:
- Minimum 7 years of hands-on Salesforce experience, with a knack for troubleshooting complex issues.
- Proven track record (minimum 3 years) designing business applications for Salesforce, particularly in call center environments.
- Familiarity (minimum 3 years) with predictive dialer software, Five9 experience being a definite plus.
- Proficiency in computer programming languages and a keen eye for optimization.
- Background in call center, lead management, or sales operations, with a focus on driving performance.
- Preferably holds certifications such as Salesforce Admin Certification or one or more Consulting Cloud Certification (Sales, Service, or Community).
Soft Skills & Personality:
- Exceptional verbal and written communication skills to articulate complex ideas with clarity.
- Adept at building rapport and fostering relationships through consultative interactions.
- Diplomatic approach coupled with strong facilitation skills to navigate diverse stakeholder dynamics.
- Analytical mindset with a knack for solving intricate problems.
- Detail-oriented and organized, yet with a keen understanding of the bigger picture.
Job Details
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