EOI: Dialer Platform Operations Lead (Voice & CRM)

International Workplace Group plc; Taguig; Hybrid; PHP 1,800,000 - 2,400,000; Full time

Job summary

International Workplace Group plc is seeking a Platform Operations Lead – Voice & CRM to oversee outbound dialing operations and CRM data integrity. The role emphasizes identifying anomalies, protecting phone numbers from blocking labels, and ensuring proper logging of calls and outcomes for the sales teams.

You will audit CRM systems (Salesforce/HubSpot) and monitor call quality while coordinating with IT vendors and internal customers across Digital Marketing, Tele-sales, and Field Sales.

Qualifications

• 2–4 years in operations, QA, data analysis, or complex customer support.
• BSc in Electronics & Communications Engineering or similar analytical field preferred (not required).
• Sharp attention to data inconsistencies and process accuracy.

Responsibilities

• Monitor outbound dialing campaigns and ensure dialing integrity (Genesys, Five9, NICE CXone).
• Track connection, duration, and drop rates; escalate system issues to vendors.
• Audit CRM data to verify calls, outcomes, and opportunities are logged correctly.
• Listen to calls and score against QA checklists to ensure scripts and compliance.
• Report daily/weekly findings to IT, operations, and sales leadership.

Skills

Attention to detail

Data analysis

Problem solving

Operations

Quality assurance

Education

BSc in Electronics & Communications Engineering

Technical Vocational Diploma

Tools

Dynamics CRM

Genesys Cloud

Salesforce

Job description

Platform Operations Lead - Voice & CRM (Full-time / Permanent)

About the IWG

International Workplace Group plc (formerly Regus) is the global leader in hybrid work solutions and workspace brands. With a mission to help millions of people have a great day at work, IWG provides professional, inspiring, and collaborative workspaces, communities, and services. Operating a network of over 4,000 locations across more than 120 countries, our portfolio includes leading brands such as Regus, Spaces, HQ, and Signature. We pioneered flexible working over 30 years ago and continue to empower over 8 million people worldwide to work more flexibly, productively, and sustainably in the new world of hybrid work.

Role Overview

Department: Group IT, Transformation, & Digital (CTO Organization)

Level: Senior Individual Contributor (Sr Analyst to Supervisor level)

Reports To: Sr. Manager – Business Performance

Internal Customers: Digital Marketing, CRM Platform, IT Telephony, Data, Marketing, Tele-sales, and Field Sales teams

The Platform Operations Lead (Voice & CRM) is an analytical, process-driven role operating within the CTO’s shared services organization. You need to be a curious, detail-oriented problem solver who is comfortable working with data and learning new software platforms.

Your primary goal is to act as the operational guardian of our sales processes. Half of your time will be spent monitoring our outbound dialing systems—identifying patterns, tracking call connection rates, and helping protect our phone numbers from "Spam/Scam" tags. The other half will be spent acting as an internal auditor—listening to calls and reviewing CRM data to ensure our sales teams are following the right processes and logging accurate information.

This is an excellent opportunity for a highly organized professional who excels at spotting inconsistencies, communicating clearly, and keeping complex operations running smoothly.

Core Responsibilities

Telecom Monitoring & Operations (Primary)

• System Observation: Keep a close eye on our outbound calling campaigns (using platforms like Genesys, Five9 or NICE CXone) to ensure they are running smoothly and not over-dialing customers.
• Pattern Recognition & Escalation: Track metrics like connection rates, call durations, and drop rates. If numbers look unusual, investigate the root cause and elevate major system issues to our technical vendors.
• Reputation Defense: Monitor reports to see if our phone numbers are being flagged as "Spam" or "Scam Likely." Follow established steps to swap out affected numbers so our sales team can keep connecting with clients.
• Vendor Coordination: Act as the liaison when submitting and tracking support tickets with our software providers.

CRM Auditing & Quality Assurance (Secondary)

• Data Investigation: Review our CRM (e.g., Salesforce, HubSpot) as needed to ensure sales agents are logging their calls, outcomes, and opportunities accurately.
• Call Evaluation: Listen to recorded sales calls and score them against a standard checklist to ensure the team is following approved scripts and compliance rules.
• Discrepancy Spotting: Act as a detective to spot simple misalignments—for example, noticing if a call was only 10 seconds long but logged as a "completed meeting"—and report these findings.
• Clear Reporting: Compile your daily/weekly findings into straightforward, easy-to-read summaries for IT, operations, and sales managers.

*Note on Responsibilities:

This job description is meant to detail the responsibilities of your initial role in IWG. Employees are expected to continuously upskill and develop talents that are transferrable to other related roles, as needed by the business or the market.

Qualifications & Skills

No advanced Engineering or IT background is required for this role, but is an added advantage

• Experience: 2–4 years in operations, quality assurance, data analysis, workforce management, or a complex customer support role where attention to detail was critical.
• Education: BSc in Electronics & Communications Engineering, IT, or other engineering and analytical fields preferred (not required). Technical Vocational Diploma or additional years of experience may be considered in lieu of a tertiary degree.
• Exceptional Attention to Detail: You have a sharp eye for spotting inconsistencies in data, forms, or processes that others might miss.
• Analytical Problem Solving: You enjoy looking at a set of numbers or a process, asking "why is this happening?", and investigating the answer.
• Tech-Savviness & Adaptability: You are highly comfortable navigating new software. While prior experience with CRMs (like Salesforce) or call center software (Genesys) is a plus, your ability to learn them quickly is what matters most.
• Strong Communication Skills: You can translate a system issue or a QA grading report into clear, polite, and actionable feedback for sales teams, IT teams, and leadership.
• Process-Driven: You thrive in environments where you can follow, maintain, and help improve Standard Operating Procedures (SOPs).

Qualifications For Internal Candidates (Current Employees of IWG)

• GSC Job Grade 1 or 2.
• 2 years of total work experience, with at least 15 months in IWG in any of the following roles: O2C/AR, P2P/AP, FP&A, Reporting, KYC, IT, Analytics, Product Management, Customer Service, or Sales.
• At least 1 year of experience in utilizing Dynamics CRM or Genesys Cloud
• -OR- 3 years as a user of Dynamics Finance & Ops, PowerBI, Databricks, Basware, Azure Cloud, etc…
• Previous exposure and interactions with Sales, IT, and Marketing teams.

Work Arrangements

• Full-time Permanent Role with standard 6-months Probation period
• Hybrid, up to 6 onsite days per month, subject to manager’s discretion and changes in company policies.
• Regular business hours is mid-shift following EU and UK timezones, 2.00PM to 11.00PM Manila time, with frequent gliding schedules of 1 to 3 hours earlier or later.
• Candidate must reside within commutable distance from the Regus GSC Office in Bonifacio Global City, Taguig