Job Vacancies at Calltronix Contact & Training Centre

Job Overview
What does a Project Lead do?

• As our project lead, your job will be to coordinate people and processes to ensure that Calltronix & client projects are delivered on time and produce the agreed upon contractual expectations. You will be the go-to person for everything involving a project’s organization and timeline.
• The project leads responsibilities will include developing detailed project plans, ensuring resource availability and allocation and delivering every project on time within budget and scope.
• A project leader should have a background in business skills, management, budgeting, and analysis. You should be an excellent communicator and comfortable managing multiple tasks. You also need to be a team player and have a problem-solving attitude.

Responsibilities of a Project Lead

• Determine and develop a project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility
• Develop & manage a detailed project plan to track progress
• Predict resources are needed to reach objectives and manage resources in an effective and efficient manner. Ensure resource availability and allocation
• Coordinate internal resources and third parties/vendors for the flawless execution of projects
• Prepare budget based on scope of work and resource requirements
• Ensure that all projects are delivered on time, within scope and within budget
• Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress
• Manage contract execution with clients by ensuring that the contractual obligation is met and communicating expected deliverables with all the stakeholders
• Utilize industry best practices, techniques, and standards throughout entire project execution
• Monitor progress and adjust as needed
• Measure project performance using appropriate systems, tools, and techniques to identify areas for improvement
• Report and escalate to management as needed
• Manage the relationship with the client and all stakeholders
• Perform risk management to minimize project risks
• Establish and maintain relationships with third parties/vendors
• Create and maintain comprehensive project documentation

Qualifications Requirements & Skills for Project Lead

• 2-3 years of project management or related experience
• Great educational background, preferably bachelor’s degree in the relevant or related fields of study
• Experience seeing projects through the full life cycle with proven ability to complete projects according to the outlined scope, budget, and timeline
• Proven working experience as a project administrator in the contact Centre & technology sector
• Excellent client-facing and internal communication skills
• Strong interpersonal skills and extremely resourceful
• Excellent written and verbal communication skills
• Solid organizational skills including attention to detail and multi-tasking skills
• Strong working knowledge of Microsoft Office
• Proven ability to solve problems creatively
• Excellent analytical skills
• Strong familiarity with project management software tools, methodologies, and best practices
• Solid technical background, with understanding or hands-on experience in software development and web technologies is an added advantage
• Project certification is a plus Project Management Professional (PMP) certification preferred

go to method of application »

Position Objective:

• To deliver high-quality customer service by effectively handling customer inquiries, providing accurate information, and ensuring customer satisfaction through efficient and professional interactions.

Specialized Duties:

• Handle inbound and outbound calls, emails, and chats (whatever applicable) in a professional and timely manner.
• Understand and communicate company products, services, and policies accurately.
• Provide solutions to customer inquiries and resolve complaints effectively.
• Ensure adherence to call scripts, protocols, and quality standards.
• Maintain customer interaction records in the system for future reference.
• Escalate unresolved issues to the appropriate department or supervisor.
• Follow up with customers to ensure their concerns have been addressed satisfactorily.
• Maintain a positive and empathetic attitude while interacting with customers.
• Participate in training programs to enhance product knowledge and customer service skills.
• Support marketing and sales initiatives by providing customers with relevant information (if applicable).

Operational Duties

• Meet performance KPIs which is provided and signed.
• Adhere to company policies, procedures, and compliance guidelines.
• Maintain a high level of professionalism and integrity in all interactions.
• Work closely with team members to improve overall service quality.
• Participate in team meetings, coaching sessions, and feedback discussions.
• Stay up to date with company updates, new product launches, and industry trends.

Recruitment Criteria

Required Experience:

Experience:

• Minimum 1 year of experience in customer service or a call center environment.

Education:

• High school diploma or equivalent (Bachelor’s degree preferred).
•  Valid certification in Pharmacy

Skills & Competencies:

• Strong verbal and written communication skills.
• Excellent interpersonal and listening abilities.
• Proficiency in computer applications and CRM systems.
• Strong problem-solving and conflict resolution skills.
• Ability to handle high-pressure situations professionally.
• Strong attention to detail and accuracy.
• Ability to multi-task, prioritize, and manage time efficiently.
• A positive and customer-focused attitude.

go to method of application »

Position Objective:

• To lead and oversee the end-to-end capacity building function within Operations, ensuring that all team members—including CSEs, Account Managers, Quality Assurance Officers, Trainers, and Service Delivery Managers—are equipped with the knowledge, tools, and skills required to perform their roles effectively. This includes designing, delivering, and evaluating onboarding, refresher, system, and process-related trainings, in alignment with organizational goals and continuous improvement needs.

Specialized Duties

• Lead the strategic planning and execution of capacity-building initiatives for all operational staff:
  • Customer Service Executives (CSEs)
  • Account Managers (AMs)
  • Quality Assurance Officers (QAs)
  • Trainers
  • Service Delivery Managers (SDMs)
• Design and deliver preparatory onboarding programs for all new joiners, ensuring role-specific, system-specific, and soft-skill readiness.
• Develop and implement refresher training modules based on performance reviews, QA feedback, and evolving campaign needs.
• Design and execute training programs related to any new or updated campaign content, ensuring alignment with client expectations and internal delivery standards.
• Lead training initiatives on new or updated operational processes, whether campaign-specific or generic, ensuring consistent understanding and application across all levels.
• Develop and roll out training on KATI CRM updates or implementations, whether campaign-specific or system-wide, in coordination with the Projects or CRM support teams.
• Collaborate with the QA and Service Delivery teams to identify performance gaps and translate these into actionable training programs.
• Supervise and mentor Trainers to ensure consistent delivery quality, proper documentation, and training effectiveness.
• Maintain a repository of all training materials, guides, manuals, and learning resources, ensuring they are current and accessible.
• Introduce blended learning approaches (in-person, e-learning, microlearning) to improve accessibility and retention.
• Conduct regular Training Needs Analysis (TNA) and Learning Impact Assessments, reporting progress and recommendations to the Head of Operations.
• Evaluate training sessions through feedback surveys, performance trends, and post- training assessments to ensure effectiveness.
• Collaborate with HR in supporting career development, succession planning, and performance improvement initiatives.
• Contribute to building a learning culture across the organization through periodic learning events, coaching sessions, and best practice sharing.

Administrative Duties

• Propose and manage annual, quarterly, and monthly L&D plans and KPIs, aligned with operational priorities and performance objectives.
• Maintain detailed records of all training sessions, attendance, assessments, and improvement actions.
• Prepare monthly reports and dashboards for the Head of Operations, summarizing training performance, feedback, impact, and resource needs.
• Ensure L&D activities are aligned with client SLAs, internal SOPs, and compliance standards.
• Coordinate with cross-functional teams (HR, Projects, QA, IT, and SD) to ensure timely roll-out of learning initiatives related to new projects or client implementations.
• Continuously benchmark and incorporate industry best practices in contact center learning and development.

Recruitment Criteria

Required Experience:

•  Minimum 4 years in Learning & Development, Training Management, or Capability Building, preferably in a contact center or high-volume customer service environment.
•  Proven experience in training design, delivery, and team leadership.

Required Education:

• Bachelor’s degree in Education, Human Resources, Organizational Development, Communication, or a related field.
• Professional certifications in L&D (e.g., CIPD, ATD) are a strong advantage.

Required Skills:

• Strong instructional design and facilitation skills
• Excellent communication and interpersonal abilities
• Strong organizational, planning, and reporting skills
• Proficiency in MS Office, LMS platforms, and e-learning tools
• Strategic thinking and ability to translate operational needs into learning interventions
• Collaborative mindset with the ability to work across functions and levels