Role Purpose:
The Assistant Manager - CRM / IT Security is responsible for overseeing the management and optimization of the organization's contact centre and customer relationship management (CRM) systems, specifically Genesys and Salesforce. This role involves ensuring seamless integration between the two platforms, driving operational efficiency, enhancing customer experience, and supporting business goals. The Lead will work closely with cross-functional teams to align technology solutions with business processes, while also leading the strategy and execution of contact centre and CRM initiatives.
Key Responsibilities / Accountabilities:
Platform Management
- Oversee the daily operations and performance of the Genesys contact centre platform and Salesforce CRM
- Lead the implementation, customization, and integration of Genesys and Salesforce to meet organizational needs
- Ensure both platforms are optimally configured to support customer interactions, data management, and reporting
- Monitor system performance, troubleshoot issues, and coordinate with IT and external vendors for support and enhancements
Customer Experience Enhancement
- Analyse customer journey data to identify opportunities to improve service delivery through contact centre and CRM systems
- Implement and refine workflows, scripts, and automation in Genesys and Salesforce to enhance customer experience and agent productivity
- Develop and manage customer segmentation, targeting, and personalized communication strategies within Salesforce
- Lead initiatives to reduce customer effort and increase satisfaction across all contact channels
Data Management and Reporting
- Ensure data integrity and security within Genesys and Salesforce, adhering to compliance standards
- Develop and maintain dashboards, reports, and analytics to monitor contact centre performance, customer engagement, and business outcomes
- Provide actionable insights based on data analysis to drive continuous improvement in customer service and CRM strategies
Training and Support
- Develop and deliver training programs for contact centre agents and CRM users
- Provide ongoing support to users and address system-related queries
- Maintain documentation including user guides, process flows, and training materials
Project Management
- Lead contact centre and CRM projects including system upgrades, new feature implementations, and cross-functional initiatives
- Coordinate with internal stakeholders and external vendors to ensure projects are delivered on time, within scope, and budget
- Conduct regular project meetings and provide updates to senior management
Stakeholder Collaboration
- Act as the primary liaison between customer service, IT, marketing, and sales teams
- Gather requirements, develop solutions, and implement best practices across Genesys and Salesforce platforms
- Ensure the technology stack supports business needs, enhances customer experience, and drives operational efficiency
Knowledge & Experience
- Bachelor's degree in Information Technology, Business Administration, or a related field
- 57 years of experience managing contact centre and CRM platforms
- Specific expertise in Genesys and Salesforce
- Proven experience leading system integrations, customizations, and optimizations
Technical Competencies
- Technical proficiency in Genesys and Salesforce
- Strong understanding of customer service processes, CRM strategies, and contact centre operations
- Data management, reporting, and business intelligence tools
- Business process analysis and optimization
- Project management and execution
Behavioural Competencies
- Leadership and team management
- Strategic thinking and planning
- Strong problem-solving and analytical skills
- Excellent communication and cross-functional collaboration skills
