What are the responsibilities and job description for the CRM Operations Manager position at Enhance Health PLLC?
Summary : The Dialer and CRM Operations Manager is responsible for managing and maintaining the call center dialer system (Five-9) and CRM (Salesforce) system, ensuring optimal performance and compliance with company policies and regulations. This role is key to optimizing the effectiveness of call center / sales operations by collaborating with workforce management and leadership to ensure service levels are met and resources are used efficiently. The Dialer and CRM Operations Manager will also be responsible for supporting agents, analyzing call center data, analyzing sales / vendor performance and providing actionable insights for continuous improvement.Job Responsibilities and Duties : Manage and maintain the call center dialer system, including setup, configuration, troubleshooting, and ensuring system uptime for peak performance. Monitor real-time call center performance, adjust dialer settings as necessary, and ensure alignment with service level agreements (SLAs). Work closely with the Workforce Management team to optimize staffing levels, ensuring adequate coverage during high-demand periods and minimizing downtime. Analyze call center data to identify trends, forecast call volumes, and develop schedules that align with business goals and customer service needs. Partner with department leadership to address staffing challenges and improve overall call center efficiency, identifying key areas for operational improvements. Provide training and support to call center agents on the use of the dialer system, ensuring adherence to best practices for optimal results. Communicate both simple and complex performance updates to various stakeholders, ensuring clarity and actionable insights are provided. Develop, test, implement, and manage daily business reports related to call center operations, providing insights and recommendations for performance enhancement. Continuously identify and implement process improvements to enhance dialer system performance and overall call center operations. Ensure compliance with all relevant regulations and company policies related to call center operations and dialer system usage. Perform other responsibilities as needed to support call center operations and company objectives.Job Requirements : Minimum 3 years Proven experience managing a call center dialer system. Strong analytical skills with the ability to interpret data and provide actionable insights. Excellent communication and collaboration skills. Experience with workforce management and scheduling tools. Knowledge of call center operations and industry standards. Ability to manage multiple tasks in a fast-paced environment. Proficiency in relevant software and reporting tools.Preferred Qualifications : Five-9 and Salesforce experience