Vacancies at Calltronix Contact & Training Centre

Job Summary:

• The Training Assistant is responsible for supporting the delivery of high-quality customer service through the preparation and implementation of training plans. This role includes mentoring new hires, providing guidance on key company policies, and supporting the continuous development of staff members. The Training Assistant will also focus on enhancing overall staff performance, ensuring that team members are equipped with the skills and knowledge needed to meet company standards and deliver exceptional service.

Job description:

• Develop Learning Programs: Design, lead, and implement effective training and development strategies.
• Management Training: Create and pilot management training initiatives.
• Continuous Development: Foster a culture of ongoing development and assess training program effectiveness.
• Curriculum Design: Develop and prioritize learning plans aligned with organizational goals.
• Reporting: Provide regular updates on the impact of learning programs.
• Performance Management: Oversee the performance and progress of development initiatives.
• Skills Training: Manage individual and group training to keep skills current.
• Skills Gap Assessments: Conduct assessments to create tailored training plans.
• Job Skills Improvement: Enhance employees’ skills for greater responsibilities.
• Training Portal: Build and update the training portal and Learning Management System (LMS).

Desirable Skills & Qualifications:

• Degree in Business Administration or related field.
• A minimum of 1 year experience as a trainer.
• Excellent communication and interpersonal skills.
• Highly motivated, organized, detail-oriented, and innovative.
• Strong presentation and articulation skills.
• Team-oriented with a focus on execution and strategy.
• Commitment to continuous learning and development.
• Understanding of Contact Centre best practices.

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Job Summary:

• The Account Manager is responsible for delivering high-quality and efficient customer service through the daily management of a team of employees. This includes motivating, recognizing, rewarding, coaching, counseling, training, and problem-solving. In addition, the Account Manager role will be focused on driving overall staff performance.

Job description:

• 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 regularly 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 supporting 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.

Desired Skills:

• Degree in Business Administration or related field.
• Great command of English language with excellent communication skills.
• A minimum of 1 year experience as a team lead.
• A team player with a good level of leadership skills, who leads by example in terms of time and attendance adherence.
• Inspire and motivate teammates while maintaining positive relationships with them.
• 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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Job Description:

• As a Data & Workforce Analyst, you will play a critical role in analyzing operational data, forecasting workforce needs, and providing strategic recommendations to elevate the performance of our contact centre.
• This role combines analytical expertise, strategic thinking, and effective communication to ensure optimal staffing, resource allocation, and superior service delivery.

Key Responsibilities:

Data Analysis & Reporting:

• Extract, analyze, and interpret data to uncover trends, patterns, and opportunities for improvement in contact centre operations.
• Develop and maintain comprehensive reports and interactive dashboards to deliver actionable insights to key stakeholders.

Workforce Management:

• Create precise forecasts for call volumes and staffing needs, leveraging historical data and predictive analytics.
• Design and manage flexible scheduling models to optimize workforce utilization while meeting service level agreements (SLAs).

Performance Monitoring:

• Continuously monitor real-time and historical data to track critical performance indicators (KPIs) such as average handling time (AHT), occupancy rates, and customer satisfaction scores.
• Identify performance gaps and provide evidence-based recommendations for immediate and long-term improvements.

Collaboration & Communication:

• Collaborate closely with team leaders, operations managers, and training teams to align workforce strategies with organizational goals.
• Present data-driven findings and strategic recommendations to stakeholders in a clear, concise, and impactful manner.

Process Optimization:

• Identify inefficiencies in contact centre processes and develop innovative solutions to enhance customer experience.
• Utilize automation and advanced tools to improve the accuracy and efficiency of forecasting and reporting processes.

Requirements:

Professional Experience:

• Degree in Data Analysis, Business Administration or related field.
• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
• Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion
• Ability to work independently with minimal supervision.
• Expertise in workforce management systems and data visualization tools (e.g., Tableau, Power BI) preferably in a contact centre environment is a plus Technical Proficiency:
• Intermediate knowledge of call center management and all related calculations
• Intermediate knowledge of various forecasting / scheduling software
• Strong knowledge of contact centre metrics and operations.

Soft Skills:

• Exceptional analytical and problem-solving skills with keen attention to detail.
• Excellent communication and presentation skills, capable of conveying complex data insights to diverse audiences.
• Proven ability to work both independently and collaboratively in a team-oriented setting.