CRM & Dialer Support Specialist (Call Center)

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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.

• Proven experience working with Ytel and/or LeadTrac (strongly preferred).
• Strong technical troubleshooting skills (software, cloud systems, integrations, VoIP).
• Experience working in a sales call center environment is a must.
• Understanding of call flows, lead management, dialer campaigns, agent monitoring, and reporting.
• Excellent analytical skills and attention to detail.
• Strong communication skills and the ability to explain tech issues in simple terms.
• Ability to work under pressure and resolve urgent issues quickly.
• Bonus: Experience in CRM automations, API integrations, or workflow configuration.