About the role:
CCK Global is seeking an experienced CRM Manager to own and optimize the Customer Relationship Management platform and its integration with call-center operations, ensuring accurate data, smooth workflows and a superior customer experience.
Key responsibilities:
- Oversee day-to-day call-center activities, provide leadership to agents and track performance against KPIs.
- Identify process gaps and implement improvements that enhance customer experience and operational efficiency.
- Collaborate with IT teams to configure, maintain and improve CRM and telephony systems, and resolve system issues.
- Analyze customer and interaction data to generate insights that inform marketing, sales and service strategies.
- Develop and present regular performance and productivity reports for management.
- Recruit, train and mentor call-center staff, building a high-performing, service-driven culture.
- Ensure full compliance with data-protection regulations and internal policies on customer information.
Requirements:
- Degree in Information Technology, Business Information Systems or a related discipline.
- Minimum of two years experience managing CRM systems in a contact-center or similar environment.
- Strong analytical, problem-solving, communication and people leadership skills.
