Contact Center Team Leader

Roles and responsibilities

The Lead Contact Center and CRM 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:

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 the organization’s needs.
• Ensure both platforms are configured optimally 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 for improving service delivery through the 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 to ensure effective utilization of Genesys and Salesforce.
• Provide ongoing support to users, addressing system-related queries, and facilitating knowledge sharing across teams.
• Maintain comprehensive documentation, including user guides, process flows, and training materials.

Desired candidate profile

• 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 on progress and key milestones.

Stakeholder Collaboration:

• Act as the primary liaison between customer service, IT, marketing, and sales teams to align contact centre and CRM strategies with business objectives.
• Collaborate with stakeholders to gather requirements, develop solutions, and implement best practices across Genesys and Salesforce platforms.
• Ensure that the technology stack supports business needs, enhances customer experience, and drives operational efficiency.

About you:

The ideal candidate for this position will have the following experience and qualifications:

• Bachelor’s degree in information technology, Business Administration, or a related field.
• Minimum of 5-7 years of experience managing contact centre and CRM platforms, with specific expertise in Genesys and Salesforce.
• Proven experience in leading system integrations, customizations, and optimizations for contact centre and CRM technologies.
• Strong understanding of customer service processes, CRM strategies, and contact centre operations.
• Excellent problem-solving, analytical, and decision-making skills.
• Strong communication and interpersonal skills, with the ability to work across departments and with external vendors.
• Experience with data management, reporting, and business intelligence tools.