Vacancies at Calltronix Contact & Training Centre

Key Responsibilities

Operational Excellence

• Manage daily team operations and communicate campaign requirements
• Coordinate with Workforce Management on scheduling
• Ensure KPIs and quality standards are met
• Drive process improvements and oversee effective escalations

People Management

• Monitor team performance and provide coaching and feedback
• Motivate the team and administer performance reviews
• Support career development to maintain a high-performing, engaged workforce

Reporting & Collaboration

• Deliver statistical reports to management
• Support staffing and training initiatives
• Uphold workplace health and safety policies

Requirements

Education

• Bachelor's degree in Information Systems, Business Administration, or related field

Experience

• Minimum 2 years in a supervisory/managerial role within a contact centre

Skills

• Strong leadership, communication, analytical, and problem-solving abilities
• Proficiency in computer applications
• Hands-on management style
• Knowledge of contact centre best practices

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Position Objective

• Lead end-to-end capacity building within Operations by designing, delivering, and evaluating training programs (onboarding, refresher, system, and process-related) to equip all operational staff with the skills needed to perform effectively in alignment with organizational goals.

Key Responsibilities

• Plan and execute capacity-building initiatives for CSEs, Account Managers, QA Officers, Trainers, and Service Delivery Managers
• Design onboarding, refresher, campaign, process, and CRM-related training programs
• Collaborate with QA, Service Delivery, and HR to identify performance gaps and develop targeted learning interventions
• Supervise and mentor Trainers; maintain training material repositories
• Implement blended learning approaches and conduct Training Needs Analysis and impact assessments
• Manage L&D plans, KPIs, reporting, and compliance with SLAs and SOPs
• Coordinate with cross-functional teams and incorporate industry best practices

Requirements

• Experience: Minimum 4 years in L&D, Training Management, or Capability Building, preferably in a contact centre environment; proven experience in training design, delivery, and team leadership
• Education: Bachelor's degree in Education, HR, Organizational Development, Communication, or related field; L&D certifications (CIPD, ATD) advantageous
• Skills: Instructional design, facilitation, communication, organization, planning, reporting; proficiency in MS Office, LMS, and e-learning tools; strategic thinking and cross-functional collaboration