Employment Opportunities at Calltronix Contact & Training Centre

Employment Opportunities at Calltronix Contact & Training Centre – Calltronix Contact & Training Centre Kenya Job Details

About Calltronix Contact & Training Centre

Calltronix Contact & Training Centre is actively recruiting across multiple roles to strengthen its contact center operations in Kenya. The organisation specialises in customer service delivery, workforce management, quality assurance, and staff training within the call center sector. This is a full-time recruitment drive on a rolling basis, with positions available for experienced professionals across six distinct career tracks.

Employment Opportunities at Calltronix Contact & Training Centre span operational management, customer-facing support, quality oversight, team leadership, data analytics, and learning development. Whether you have background in CRM systems, customer support workflows, quality management, data analysis, or contact center training, there are roles suited to your experience level and skillset.

Open Positions

Service Delivery Manager

• Monitor and report on operational performance metrics across campaigns and service teams
• Ensure customer experience standards are maintained and escalations are managed effectively
• Coordinate with internal departments to identify efficiency improvements and operational gaps
• Support campaign delivery and oversee day-to-day service operations

Customer Services Executive (CSE)

• Handle both inbound and outbound customer interactions and inquiries
• Maintain accurate CRM records and update customer interaction logs
• Support customer satisfaction initiatives and meet assigned operational KPIs
• Resolve customer issues within defined service level agreements

Quality Assurance Officer

• Conduct regular call audits and monitor compliance against quality standards
• Analyse recorded customer interactions to identify coaching and improvement opportunities
• Provide structured feedback to customer service teams and facilitate quality calibration sessions
• Support implementation of quality improvement initiatives and track corrective actions

Account Manager (Team Leader)

• Supervise customer service teams and monitor individual and team KPI performance
• Coordinate workforce management activities including scheduling and resource allocation
• Provide coaching and performance management support to direct reports
• Handle escalated customer issues and support operational reporting requirements

Data Analyst (RTA, MIS & WFM)

• Monitor real-time operational metrics and identify performance trends across contact center activities
• Manage MIS reporting and develop dashboards using CRM and business intelligence tools
• Analyse KPIs and generate actionable operational insights for management
• Support workforce planning activities and provide data-driven recommendations

Learning & Development Trainer

• Deliver onboarding and induction programs for new contact center staff
• Conduct refresher training sessions on operational processes and customer service standards
• Provide CRM system training and technical capability-building across teams
• Support capability development programs aligned to contact center objectives

General Requirements

• Relevant academic qualifications appropriate to the position you are applying for
• Proven experience in customer service, contact center operations, or related call center environments
• Familiarity with CRM systems and contact center reporting tools
• Background in workforce management, quality assurance, data analysis, or training delivery preferred
• Ability to work with KPI tracking, operational reporting, or performance analytics
• Professional communication skills and ability to work within a team environment

What to Expect

• Full-time permanent positions in a contact center environment with defined operational standards
• Competitive gross monthly salaries ranging from KSh 28,541 to KSh 70,000 depending on role and experience
• These Call Center jobs in Kenya are open to qualified candidates on a rolling recruitment basis. Click Apply below for the role that matches your professional background.