Vacancies at Calltronix Contact & Training Centre

In this dual-role position, you will be responsible for configuring, customizing, and maintaining our CRM system (KatiCRM.) to meet business needs, as well as developing and delivering training to end-users to ensure effective adoption and usage.

Key Responsibilities:

• CRM Configuration & Support:
• Configure CRM system settings, fields, workflows, dashboards, user roles, and access controls.
• Collaborate with stakeholders to gather and analyze business requirements.
• Customize CRM modules to align with business processes and best practices.
• Conduct system testing and troubleshoot technical issues or bugs.
• Coordinate with vendors or internal developers for advanced customization or integration tasks.
• Maintain system documentation, including change logs and configuration records.
• Training & User Support:
• Design, develop, and deliver comprehensive CRM training programs for users across departments.
• Create and share project training plan prior to the commencement of training
• Create and share a project training report at the end of the training
• Create user manuals, training materials, video tutorials, and job aids.
• Provide one-on-one and group training sessions, both in-person and virtually.
• Serve as the first point of contact for user support and guidance on CRM usage.
• Collect feedback from users and recommend improvements in system use or configuration.

Required Skills & Qualifications:

• Degree in Information Technology, Business, Computer Science or related field.
• Strong understanding of CRM processes (sales, marketing, service).
• Excellent communication and presentation skills.
• Ability to translate technical concepts into user-friendly language.
• Proficient in documentation and training content creation.

Preferred Qualifications:

• CRM certification (e.g., Salesforce Admin, Dynamics 365 Functional Consultant).
• Experience with data migration, reporting, or CRM integrations.
• Familiarity with change management and user adoption strategies.
• 2+ years of experience

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Key Responsibilities:

• 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 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

Required Skills & Qualifications:

• 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 outlined scope, budget, and timeline
• Proven working experience as a project administrator in the contact centre & technology sector