CRM Business Analyst - Spanish Bilingual

EXTERNAL ADVERT WORDING

CRM Business Admin Analyst – Spanish Bilingual

Dunton, Essex

Salary – Up to £37,260

Full-time (40 hours/week | Monday to Friday | 8.30am to 5.00pm | flexibility required for international meetings.

Must be willing to travel regularly between UK and European sites (min once per month).

No sponsorship available – applicants must have the right to work in the UK.

At Percepta, we bring first-class service across each market we support. As Spanish Bilingual - CRM Business Admin Analyst at Dunton, Essex, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

We are looking for a flexible, proactive, reliable and collaborative CRM Business Admin Analyst to become an integral part of the EU CRC Business Administration team, supporting users of Salesforce & GCCT across European CRC hubs.

What You’ll Be Doing:

This role is bilingual in Spanish and English. This team will lead the deployment of the Salesforce CRM system across 5 hubs in 2025, whilst supporting the existing CRM. The CRM Business Admin Analyst, working with our client’s management, is responsible for post go live support for all European hubs, generating improvement needed to support the daily operational teams. They will also implement configuration updates to support operational changes across the European Contact centres in conjunction with the Pro Tech lead (IT).

During a Typical Day, You’ll:

• Provide support for users of the current CRM – GCCT
• Configure permissions for Salesforce users for each hub
• Perform users’ administration (the individual will have a European role and European permissions)
• Build Salesforce dashboards and create reports for agents, team leads and supervisors to support Operations
• Perform initial triage of agent queries/incidents to address where possible or raise incident tickets for Salesforce support team engagement (through JIRA)
• Escalate systemic issues as appropriate to Pro Tech/our client’s management for resolution
• Work with Pro Tech support team and agents to analyse errors or unexpected system behaviour
• Provide feedback to QA and Training to improve agent knowledge and system usage
• Perform UAT & smoke testing of new functionality or system changes
• Provide Operations and management with data extracts and analysis
• Act as a liaison between Operations and the Salesforce team to define changes to system requirements
• Work closely with the Learning and Development team to build training in new functionality or system changes
• Partner with Salesforce dedicated trainer to provide guidance and support to agents in use of the Salesforce application
• Support Salesforce AFR process and access to legacy CRM data on request
• Work hand in hand with counterpart to cover the needs of all hubs

What You Bring to the Role:

• Fluent in written and verbal Spanish & English (Professional)
• Undergraduate University degree or relevant experience
• Salesforce accredited desirable
• Extensive (mid-level) experience as an administrator and data analyst across multiple CRM
• Salesforce experience preferred, but not essential if extensive experience with other CRM systems can be demonstrated
• Jira experience preferred, but not essential if experience with other IT ticketing systems can be demonstrated
• Demonstrated knowledge and experience across multiple CRM
• Ability to articulate user needs and to communicate with developers as required.
• Quick thinker and ability to take initiative
• IT literate (including IT ticketing system such as Rally or Jira)
• Knowledge of EU Contact Centre processes
• Good problem solving and analytical skills
• Organised and able to navigate through multiple requests across several communication channels (Teams, Slack, Webex etc.)
• Ability to work in a team environment as well as autonomously
• Good communication skills

Other

• Core Hours will be EU
• Able to work to a flexible schedule; may be required to attend US time zone meetings which fall outside of core EU CRC hours
• Able to work remotely/hybrid

What You Can Expect:

• 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays.
• Life Assurance 4 x annual salary
• Contributory pension scheme
• Private Medical Insurance
• Comprehensive travel insurance for you and family in line with Scheme rules
• Discounted dental scheme
• Discounts on brand new vehicles
• Employee Assistance Program (EAP)

About Percepta
Established in 2000 as a joint venture with TTEC, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday. As a Percepta team member, you can expect:  

Culture of Service – to be treated like you are the customer from day one 

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

CareerGrowth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

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