Jobs at Calltronix Contact & Training Centre

Ref: JQA/006/07/2024

The Call Center Quality Analyst is responsible for assessing the quality of performance of the call center teams dealing with our existing and potential customers. The Junior QA will monitor the inbound and outbound call and email responses to assess the team member’s demeanor, technical knowledge on products and processes, customer service performance, and conformity to company policies and procedures. This individual will assist in developing and implementing call center quality processes and procedures; as well as making recommendations on training to be done in order to improve the overall Calltronix customer experience.

Key Responsibilities

• Call analysis – Monitoring inbound interactions to ensure agents provide top notch customer service guided by set quality metrics.
• Compile and prepare daily, weekly & monthly reports in a timely manner and accordance with approved reporting standards.
• Tracking agents’ performance, systems, and tools
• Ensure CSEs perform according to the objective of the company.
• Work on a continuous process of evaluating and identifying key behavior and defect that drive or reduce sales, customer satisfaction to close loop on the misses.
• Assessing agents’ quality performance
• Recommend, implement and monitor corrective actions to ensure quality standards are achieved.

Desirable Skills & Qualifications:

• Strong organizational skills
• Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail.
• Ability to work independently with minimal supervision.
• Capability of problem-solving
• Prior experience and knowledge in working with Multichoice Kenya (DSTV & GOTV)

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Ref: DA_0010_007_2024
Description

• As a Data Analyst, you will turn data insights into actionable strategies that support our business operations and drive our growth. You will work closely with various teams to
• collect, analyze, and interpret data to aid in decision-making and improve business performance

Key Responsibilities

•  Data Integration and Management: Integrate data from various sources to provide a comprehensive view of Contact Center Performance.
•  Performance Tracking: Monitor key performance indicators (KPIs) to measure the effectiveness of marketing campaigns and strategies.
•  Predictive Analysis: Use data to predict trends and market movements, aiding in proactive strategy development.
•  Training and Support: Provide training and support to team members in using data analysis tools and understanding reports.

Other Responsibilities

•  Collect, analyze, and interpret large data sets to identify trends, patterns, and insights.
•  Work closely with stakeholders to understand their data requirements and provide relevant data solutions.
•  Develop and maintain dashboards and reports to visualize data effectively.
•  Ensure data accuracy and integrity by performing regular data audits and validations.
•  Collaborate with cross-functional teams to support data-driven decision-making.
•  Present findings and recommendations to stakeholders in a clear and concise manner.
•  Stay up-to-date with the latest data analysis tools and techniques to improve processes and deliverables.

What You’ll Achieve in the First Few Months

•  Within 1 month, understand our data infrastructure and key business metrics, and begin to analyze data and generate reports.
•  Within 3 months, contribute to major projects and provide insights that inform important business decisions.
•  By 6 months, become a trusted data advisor for various teams and independently manage data analysis projects.

Job Requirements:

Preferred skills and qualifications

•  Bachelor’s degree (or equivalent) in mathematics, computer science, economics, or statistics
•  Proven success in a collaborative, team-oriented environment
•  Proven analytics skills, including mining, evaluation, and visualization
•  Technical writing experience in relevant areas, including queries, reports, and presentations
•  At least 2+ years of relevant experience as a data analyst
•  Demonstrable experience working with Power BI
•  Extensive knowledge and experience with SQL, Tableau, MS Excel, and MS PowerPoint
•  Strong action-oriented and proactive tendencies
•  Foundational knowledge of data management topics
•  Fluent in conversational and written English communication

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Ref: MCK/005/07/2024
Job Summary:

The Junior Account Manager will be responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include motivating, recognizing, and rewarding, coaching, counselling, training, and problem solving. Additionally, the Junior Account Manager will be responsible for driving the overall staff performance.

Key Performance Areas amongst others include:

•  Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. 
•  Provides statistical and performance feedback and coaching on a regular basis to each team member. 
•  Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. 
•  Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively. 
•  Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives. 
•  Uses appropriate judgment in upward communication regarding department or employee concerns. 
•  Provide support where required to the Operation Manager. 
•  Duties, responsibilities, and activities may change at any time with or without notice. 
•  Comply with all Workplace Health & Safety (WH&S) policies and procedures. 

Desired Skills:

•  Well Versed and has good MCK Product knowledge.
•  Must have met the MCK QA for the past six month(s)
•  Must have been with Calltronix for more than six month(s)
•  Great command of English language with excellent communication skills.
•  A team player with a good level of leadership skills
•  Leading by example time and attendance adherence.
•  Inspiring and motivating teammates.
•  Having a positive relationship with coaches and teammates.
•  Ability to multi-task, set priorities and manage time effectively. 
•  Ability to manage staff performance. 
•  Excellent problem-solving skills to achieve best customer service experience. 
•  Must be incredibly organized. 

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REFNO: CSE-CC-006-07-2024

The primary tasks, duties, and responsibilities of the Training Assistant are.

•  Design, lead, and execute effective learning programs and talent development strategies across the company.
•  Pilot the development of management training programs for the organization.
•  Create a culture of continuous development and monitor and evaluate the effectiveness of the training programs.
•  Utilize available resources to organize, develop, and prioritize learning plans and curricula that align with organizational strategic priorities.
•  Provide regular reports on learning impact in the organization.
•  Responsible for managing the overall performance of new and ongoing development initiatives and training programs.
•  Manage skills training for individuals and groups to ensure all employees are keeping up to date with required skills.
•  Design and administer skills gap assessments with employees to create individualized training plans needed to strengthen their existing skills or learn new ones.
•  Maintain and improve employees’ job skills to prepare them for greater responsibilities requiring advanced skills.
•  Build/update a training portal and learning management systems (LMS).

Desirable Skills & Qualifications: 

•  Degree in Business Administration or any related field
•  2-3 years’ work experience as a Training Assistant is desirable.
•  Excellent communication and interpersonal skills
•  He/she must be highly motivated, well organized, detail-oriented, creative and innovative, and possess good time management and multitasking skills.
•  Strong presentation & articulation skills
•  Team player, high on execution and strategy 
•  Commitment to further training / continuous learning and development
•  A strong understanding of Contact Centre best practices 

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REFNO: Sup-CC-007-007-2024

Reports to: Head of Operations

Job Summary

• The customer service team leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include motivating, recognizing and rewarding, coaching, counselling, training, and problem solving. 
• Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staff training, telemarketing, scheduling and reward/recognition programs.

Essential Functions

•  Providing daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
•  Providing continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
•  Providing statistical and performance feedback and coaching on a regular basis to each team member
•  Writing and administering performance reviews for skill improvement
•  Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
•  Ensuring employees have appropriate training and other resources to perform their jobs
•  Responding to and resolving employee relations issues expressed by team members
•  Creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level
•  Addressing disciplinary and/or performance problems according to company policy.
•  Preparing warnings and communicating effectively with employees on warnings and making effective/appropriate decisions relative to corrective action as required
•  Assisting the manager with daily operation of the contact centre to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs
•  Working as a member/leader of special or ongoing projects that are important to area/process improvement
•  Sharing continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively
•  Establishing work procedures and processes that support the company and departmental standards, procedures and strategic directives
•  Using appropriate judgment in upward communication regarding department or employee concerns
•  Taking lead in providing briefs with management and team
•  Providing support where required to the Operation Manager
•  Preparing daily and weekly reports and presentations
•  Duties, responsibilities and activities may vary from time to time with or without notice 
•  Comply with all Workplace Health & Safety (WH&S) policies and procedures