Voice & CRM Platform Operations Lead

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

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.