Deputy Team Lead - CRM & Technology

Zell Education; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Zell Education in Mumbai is seeking a versatile CRM & data analytics professional to own LeadSquared administration, automate workflows, and drive data-driven decisions. You will collaborate with business teams, support internal tech needs, and analyze AI call, chat, and UX data to improve processes.

The role emphasizes data accuracy, stakeholder communication, and continuous improvement across CRM, automation, and analytics efforts in a fast-paced environment.

Qualifications

• Bachelor's degree in Engineering (BE/BTech) or equivalent.
• 3-4 years' experience in CRM, operations, tech support, or business systems.
• Hands-on experience with LeadSquared or similar CRM platforms.
• Strong analytical, data accuracy, and stakeholder management.

Responsibilities

• CRM Administration & optimization: manage and maintain LeadSquared CRM, workflows, forms, reports, and dashboards.
• Internal technology support: be the first point of contact for tech requests, manage tickets, coordinate with stakeholders.
• AI calling & conversation analysis: review AI call transcripts, monitor quality, identify gaps, and report insights.
• Chatbot & conversational AI analysis: monitor performance, analyze flows, and propose improvements with vendors.
• Data analysis & reporting: build dashboards, analyze metrics, and support ad-hoc data requests.

Skills

LeadSquared CRM administration

Workflow automation

Data accuracy

Cross-functional collaboration

Analytical thinking

Stakeholder management

Communication

Team coordination

Education

BE/BTech in Engineering

CRM/Tech ops experience 3-4 yrs

Tools

LeadSquared

Excel

Google Sheets

APIs & Integrations

SQL basics

Job description

Key Responsibilities:

CRM Administration & Optimization

• Manage and maintain the LeadSquared CRM platform.


• Create, update, and optimize workflows, automations, forms, reports, and dashboards.


• Ensure data accuracy, system hygiene, and process compliance within the CRM.


• Work closely with business teams to understand requirements and implement CRM solutions.


• Identify opportunities to improve operational efficiency through CRM enhancements.

Internal Technology Support

• Act as the first point of contact for internal technology-related hardware & software requests.


• Manage and resolve tickets raised by various departments.


• Coordinate with internal and external stakeholders to troubleshoot issues.


• Document solutions, processes, and best practices.

AI Calling & Communication Analysis

• Review and analyze AI-generated call recordings, transcripts, and insights.


• Monitor call quality, agent performance, and customer interactions.


• Identify trends, gaps, and opportunities for improvement.


• Generate reports and actionable recommendations for business teams.

Chatbot & Conversational AI Analysis

• Monitor chatbot performance and user interactions.


• Analyze conversation flows and identify failure points.


• Recommend improvements to increase engagement, resolution rates, and customer experience.


• Work with technology vendors and internal teams to implement enhancements.

Data Analysis & Reporting

• Prepare dashboards, reports, and business insights using available tools.


• Analyze operational metrics and identify areas for improvement.


• Support management with ad-hoc data requests and process reviews.

Desired Candidate Profile

Education

• Bachelor's degree in Engineering (BE/BTech) from a recognized university.


• Candidates with 3-4 years of experience in CRM, operations, technology support, or business systems roles will be preferred.

Skills & Competencies

• Strong analytical and logical thinking skills.


• Excellent problem-solving abilities.


• High attention to detail and process orientation.


• Strong communication and stakeholder management skills.


• Ability to work across multiple projects and teams simultaneously.


• Curiosity and willingness to learn new technologies.


• Strong preference if you have managed a 3+ member team

Technical Skills (Preferred)

• Familiarity with CRM platforms such as LeadSquared, Salesforce, HubSpot, Zoho CRM, etc.


• Strong preference for knowledge of Lead Squared CRM


• Good working knowledge of Excel and Google Sheets.


• Basic understanding of APIs, integrations, and automation tools.


• Familiarity with AI tools, chatbots, and conversational analytics.


• Basic SQL knowledge is a plus.


• Basic Level of Programming is a plus


• Experience with reporting and dashboarding tools is an advantage.

What Success Looks Like in This Role

Within the first 612 months, the candidate should:

• Become the go-to person for LeadSquared administration and optimization.


• Become well-versed in building LeadSquared & applications around it


• Ensure timely resolution of internal technology requests.


• Improve CRM adoption and process efficiency across teams.


• Generate actionable insights from AI calling and chatbot data.


• Drive automation initiatives that reduce manual effort and improve productivity.