CRM Admin

3 hours ago

Makati City, National Capital Region, Philippines Lean Solutions Group Full time ₱320,000 - ₱400,000 per year
Job Summary

We are seeking a detail-oriented and analytical CRM Admin to manage and optimize our outbound (OB) calling infrastructure. The ideal candidate has specialized expertise in SmartReach and will be responsible for ensuring high connectivity rates, managing lead data, and troubleshooting technical issues to support our sales development team. You will act as the bridge between technical operations and sales performance.

Key Responsibilities

1. Campaign Management (SmartReach Focus)

  • Configure, test, and launch outbound calling campaigns specifically using the SmartReach platform.
  • Manage dialer settings, including pacing, drop rates, and answering machine detection, to ensure compliance and maximum agent productivity.
  • Integrate SmartReach with other tools (CRM, Email automation, LinkedIn) to ensure a seamless multichannel workflow.

2. Data & List Management

  • Upload, scrub, and segment lead lists to ensure data integrity and minimize "bad" numbers.
  • Monitor list penetration and recycle logic to ensure leads are being worked efficiently without over-dialing.
  • Perform A/B testing on call scripts and dialer strategies within the platform.

3. Performance Monitoring & Reporting

  • Monitor live dashboard activity to identify downtime, connectivity issues, or agent adherence problems.

  • Generate daily/weekly reports on Key Performance Indicators (KPIs), including:

  • Connection Rates

  • Average Talk Time
  • Calls Per Agent
  • Conversion Rates
  • Analyze data to identify trends and recommend strategy adjustments to Sales Managers.

4. Technical Support & Compliance

  • Serve as the primary point of contact for troubleshooting SmartReach-related technical issues for agents.
  • Ensure all dialing activities comply with relevant regulations (e.g., DNC registry, TCPA, GDPR, or local laws).
  • Coordinate with VoIP providers (if external) to resolve audio quality or latency issues.

Qualifications & Requirements

Technical Hard Skills

  • SmartReach Expertise: Proven experience setting up and administering campaigns specifically on Must understand its integration capabilities (Zapier/API) and dialer interface.
  • Dialer Logic: Deep understanding of predictive, power, and preview dialing modes.
  • CRM Proficiency: Experience integrating dialers with CRMs such as Salesforce, HubSpot, Pipedrive, or Zoho.
  • VoIP Knowledge: Basic understanding of SIP trunking, codecs, and latency troubleshooting.
  • Excel/Sheets: Advanced proficiency in spreadsheets for data cleaning (VLOOKUP, Pivot Tables) and reporting.

Experience

  • Minimum of 2–3 years of experience in a CRM Admin, Sales Operations, or Workforce Management role.
  • Proven track record of managing high-volume Outbound (OB) call campaigns.

Soft Skills

  • Analytical Thinking: Ability to look at raw data and interpret "why" a campaign is failing or succeeding.

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