CRM Automation Specialist

Daily Operations Management

• Handle day-to-day operational activities to ensure smooth business processes.
• Coordinate with Sales, Marketing, Finance, and Tech teams for operational execution.
• Monitor workflow queues, task completion, and turnaround time (TAT).
• Identify operational gaps and proactively suggest process improvements.

CRM Management (Daily Usage)

• Manage end-to-end lead lifecycle in the CRM (creation, assignment, follow-ups, closure).
• Ensure accurate data entry, validation, and hygiene in CRM on a daily basis.
• Configure and manage lead distribution logic and automation (round robin, priority-based, campaign-wise).
• Track lead movement, status updates, and ownership changes.
• Work on CRM automations, workflows, and basic rule configurations.
• Coordinate with CRM support teams/vendors for issue resolution and enhancements.
• Generate daily, weekly, and monthly CRM reports for management review.

Advanced Excel & Data Handling

• Work extensively on Excel for daily reporting and analysis.
• Prepare MIS dashboards using:
• VLOOKUP / XLOOKUP
• Pivot Tables
• Conditional Formatting
• IF, COUNTIF, SUMIF, INDEX-MATCH
• Analyze large datasets to identify trends, gaps, and performance issues.
• Maintain master data sheets and reconcile data between CRM and Excel reports.
• Automate repetitive Excel tasks wherever possible for efficiency.

Reporting & MIS

• Prepare and circulate daily performance reports (leads, conversions, productivity).
• Share weekly and monthly operational insights with stakeholders.
• Track SLAs, agent productivity, and campaign performance.
• Ensure data accuracy before sharing reports with leadership.

Process Improvement & Compliance

• Document SOPs for operational and CRM processes.
• Ensure compliance with internal processes and data security norms.
• Act as a bridge between business users and tech/product teams.

Stakeholder Coordination

• Work closely with internal teams to resolve operational issues.
• Support management with data-backed insights for decision-making.
• Handle escalations related to lead flow, CRM issues, or reporting mismatches.

Required Skills & Competencies

• Strong hands-on experience with Excel (advanced level).
• Proven experience working on CRM tools on a daily basis.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and data accuracy.
• Ability to manage multiple tasks and meet deadlines.
• Good communication and stakeholder management skills.

Preferred Qualifications

• Experience in EdTech, Sales Operations.
• Exposure to CRM automation and integrations.
• Working on LeadSquared , Meritto Software and TATA tele
• Experience handling large datasets and high-volume lead operations.