Job PurposeThe CRM Administrator is responsible for managing the Customer Relationship Management CRM system Microsoft Dynamics on a daytoday basis.
The role also manages the integration and maintenance of various legacy CRM SystemsPrincipal Accountabilities. Monitor all types of Enduser transactions side by side and remote.
Create and update Knowledgebase for new and existing accounts. Provide reports of Quality results per transaction on a regular basis.
Investigate and respond to complaints generated from End User Satisfaction survey. Extract calls upon clients requests andor any End User complaints.
Communicate with TL CSM and CCM to enhance the quality and performance agents. Directly supervises new hire trainees and delivers corrective action if required Directly supervise new hire trainees from Induction all the way through Job specific training Supervises Academy Bay or production agents if necessary Cofacilitatesfacilitates training for customer services employees using effective training methods and techniques.
Monitors evaluates and reports on progress of Trainees to appropriate management Maintains New Hire paperwork e.g. attendance coaching and corrective action and status position change forms Prepares and submits daily training report to Customer Services Manager and other appropriate managersteam leaders Identifies gaps in training curriculum obtains approval for resolution and takes action to correct Sets up and maintains training facilities and materials Prepares and submits final training report to appropriate management Interacts with Divisions and PMCs on specific tasks projects and assignments e.
g. TraintheTrainer courses Attends TraintheTrainer calls classes or workshops when required Stays current on all program changes and completes selfdirected development training as assigned Makes recommendations on curriculum and content forKnowledge Database Prepares develops and conducts personal oneonone training and development plans for agents Ensures that all training content is maintained centrally through SharePointKnowledgebase is accessible to relevant parties version controlled and modularized and that this is regularly reviewed and updatedcommunicated as appropriate and relevant