We are seeking a highly tech-savvy and detail-oriented CRM & Dialer Support Specialist to support our sales call center operations. This person will be responsible for managing, troubleshooting, and optimizing our CRM and dialer systems specifically Ytel and LeadTrac. The ideal candidate has strong technical skills, understands sales call center workflows, and can respond quickly to system issues that impact productivity.

Responsibilities

• Serve as the primary point of contact for all CRM, dialer, and tech-related issues within the call center.
• Troubleshoot and resolve system errors, login issues, workflow glitches, integration problems, and performance issues.
• Manage dialer campaigns, lists, user profiles, lead routing, and reporting dashboards.
• Maintain and optimize system settings in Ytel and LeadTrac to ensure high efficiency.
• Create SOPs, documentation, and training materials for agents and supervisors.
• Monitor system performance and proactively address potential issues before they impact operations.
• Collaborate with sales teams, QA, operations, and vendors to ensure smooth technical operations.
• Assist in onboarding new agents, including account setup, access configuration, and system training.
• Track and analyze call center KPIs for system-related improvements (connection rates, dropped calls, list penetration, agent productivity, etc.).
• Identify opportunities for process improvement and automation within CRM and dialer systems.