Vacancies at Calltronix Contact & Training Centre
CRM Configuration Specialist/Trainer
Position Objective:
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
Use the link(s) below to apply on company website.
CRM Configuration Specialist/Trainer
IT Operations Engineer – Specialist (L1)
Position Objective:
To provide first-line IT support in alignment with ITIL best
practices, ensuring timely resolution of incidents, service requests, access
issues, and system events. The IT Operations Engineer – Associate (L1) aims to
maintain operational stability, service availability, and business continuity
for Calltronix Kenya Limited while delivering high-quality customer service and
adhering to governance and information security standards
Specialized Duties:
Incident Management
- Log,
categories, priorities, and manage incidents in the approved IT Service
Management (ITSM) tool.
- Perform
first-level diagnosis and troubleshooting using SOPs, knowledge base
articles, and documented work instructions.
- Restore
normal service operation as quickly as possible to minimize business
impact.
- Escalate
unresolved, complex, or high-impact incidents to Level 2 according to
defined escalation procedures.
- Maintain
clear, accurate, and complete incident records for audit and reporting
purposes.
- Provide
timely status updates to stakeholders until resolution and formal closure.
Service Request Management
- Process
and fulfil standard service requests, including user account provisioning,
password resets, software installations, and access changes.
- Validate
approvals and authorizations before executing requests.
- Ensure
service requests are completed within agreed SLA targets.
- Maintain
documentation to support compliance and internal audit requirements.
Access Management & Identity Control
- Verify
user identity before granting, modifying, or revoking access.
- Apply
role-based access control (RBAC) principles in line with company policies.
- Ensure
strict adherence to least-privilege access standards.
- Escalate
non-compliant or suspicious access requests according to security
protocols.
Event Monitoring & Operational Support
- Monitor
system alerts, dashboards, and notifications.
- Perform
routine system health checks for telephony, CRM platforms, endpoints, and
network connectivity.
- Proactively
escalate identified risks or potential service disruptions.
- Support
operational readiness across shifts to maintain service continuity.
Documentation & Knowledge Management
- Maintain
high-quality, detailed ticket documentation in the ITSM system.
- Contribute
to the development and continuous improvement of the knowledge base.
- Identify
recurring issues and support trend analysis by reporting patterns to Level
2.
- Ensure
documentation aligns with internal governance and audit standards.
Customer Experience & Communication
- Deliver
professional, solution-oriented support aligned with service excellence
standards.
- Communicate
clearly with technical and non-technical stakeholders.
- Manage
user expectations regarding resolution timelines and service limitations.
- Confirm
user satisfaction before ticket closure.
Compliance, Governance & Information Security
- Adhere
strictly to Calltronix IT governance, data protection, and information
security policies.
- Maintain
confidentiality, integrity, and availability of information assets.
- Ensure
full compliance with access verification and change control procedures.
- Immediately
report suspected security incidents, breaches, or policy violations
following incident response procedures.
Recruitment Criteria:
Required Education:
- Diploma
or Bachelor’s Degree in Information Technology, Computer Science,
Information Systems, or a related discipline.
Required Experience:
- 1–2
years’ experience in an IT service desk or technical support role.
- Experience
in a 24/7 operational or enterprise support environment is advantageous.
Required Skills:
- Proficient
in troubleshooting Windows OS, end-user devices, and basic networking
(TCP/IP, LAN, Wi-Fi, DNS, DHCP).
- Familiarity
with telephony, CRM platforms, ITSM/ticketing tools, and remote support.
- Understanding
of access control, cybersecurity fundamentals, and ITIL® processes.
- Relevant
vendor certifications (Microsoft, networking, telephony) are advantageous.
- Strong
customer service mindset and clear communication skills.
- Analytical
problem-solving with structured troubleshooting.
- Ability
to work under pressure while maintaining integrity, confidentiality, and
accountability.
- Collaborative
team player across functional units.
Method of Application
Use the link(s) below to apply on company website.
Data Analyst at Calltronix Contact & Training Centre
Position Objective:
To support the Operations function with accurate real-time
monitoring, insightful performance reporting, and data-driven workforce
planning. The Data Analyst ensures adherence to service level targets, enhances
operational visibility through MIS reporting, and enables proactive scheduling
and forecasting to optimize resource utilization.
Recruitment Criteria
Required Experience:
- Minimum
1–2 years of experience in data analysis, MIS reporting, or contact center
operations.
- Experience
with real-time monitoring and workforce tools is a plus.
Required Education:
- Bachelor’s
degree in Statistics, Computer Science, Information Systems, Business
Analytics, or a related field.
Required Skills:
- Proficiency
in Excel (pivot tables, advanced formulas, macros)
- Working
knowledge of BI tools (Power BI, Tableau, or similar)
- Strong
attention to detail and data accuracy
- Good
understanding
Account Manager at Calltronix Contact & Training Centre
Account Manager
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.
Key Responsibilities:
Operational Excellence
- Clearly
understand and communicate business requirements for assigned campaigns.
- Provide
daily direction and support to ensure customer inquiries are handled
efficiently, accurately, and professionally.
- Coordinate
with Workforce Management (WFM) on staff scheduling, shift adherence, and
attendance reporting.
- Ensure
CSEs (Customer Service Executives) meet Key Performance Indicators (KPIs)
and comply with quality standards.
- Continuously
evaluate processes and recommend improvements to enhance efficiency and
customer satisfaction.
- Structure
and guide effective escalations to ensure timely resolution.
- Conduct
pre-shift and post-shift team briefings, recognizing achievements and
addressing challenges appropriately.
People Management
- Monitor
individual and team performance, providing regular feedback, coaching, and
corrective action where necessary.
- Motivate
and engage team members to maintain high morale and productivity.
- Ensure
CSEs have the necessary training, resources, and support to succeed.
- Draft,
communicate, and implement team KPIs in alignment with organizational
goals.
- Administer
performance reviews and develop staff for career growth.
- Maintain
a positive, collaborative, and high-quality work environment.
Reporting & Collaboration
- Provide
accurate statistical reports and performance updates to management.
- Support
the Operations Manager in staffing, training, recognition programs, and
other contact centre initiatives.
- Always
uphold Workplace Health & Safety (WH&S) standards and company
policies.
Recruitment Criteria
Education: Bachelor’s degree in information
systems, Business Administration, or a related field.
Experience: Minimum of 2 years in a supervisory
or managerial role within a contact centre environment.
Skills & Competencies:
- Excellent
written and verbal communication skills.
- Strong
interpersonal, leadership, and motivational abilities.
- Proficiency
in computer applications and reporting tools.
- Strong
analytical, organizational, and problem-solving skills.
- Attention
to detail with the ability to prioritize and multitask effectively.
- Hands-on
management style with proven ability to drive performance.
- Up-to-date
knowledge of contact centre best practices.
Customer Services Executive (2 positions) at Calltronix Contact & Training Centre
- Position: Customer
Services Executive (2 positions)
- Department: Operations
- Reports
To: Account Manager
- Reference: CSE-17-04-2026
Objective:
Provide high-quality customer service by handling inquiries,
resolving issues, and ensuring customer satisfaction through professional and
efficient communication.
Key Responsibilities:
- Manage
customer interactions via calls, emails, and chats
- Provide
accurate information about products and services
- Resolve
customer issues and escalate when necessary
- Maintain
proper records in the CRM system
- Follow
up with customers to ensure resolution
- Adhere
to scripts, quality standards, and company policies
- Meet
performance KPIs and participate in training and team activities
Requirements:
- Minimum
1 year experience in customer service or call center
- High
school diploma (Bachelor’s degree is an advantage)
- Medical
background is a plus
- Strong
communication, problem-solving, and multitasking skills
- Proficiency
in CRM systems and computer applications
- Ability
to work under pressure with a customer-focused attitude
Salary:
KES 28,541 (gross)
Account Manager at Calltronix Contact & Training Centre
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.
Key Responsibilities:
- Operational
Excellence
- Clearly
understand and communicate business requirements for assigned campaigns.
- Provide
daily direction and support to ensure customer inquiries are handled
efficiently, accurately, and professionally.
- Coordinate
with Workforce Management (WFM) on staff scheduling, shift adherence, and
attendance reporting.
- Ensure
CSEs (Customer Service Executives) meet Key Performance Indicators (KPIs)
and comply with quality standards.
- Continuously
evaluate processes and recommend improvements to enhance efficiency and
customer satisfaction.
- Structure
and guide effective escalations, ensuring timely resolution.
- Conduct
pre-shift and post-shift team briefings, recognizing achievements and
addressing challenges appropriately.
- People
Management
- Monitor
individual and team performance, providing regular feedback, coaching, and
corrective action where necessary.
- Motivate
and engage team members to maintain high morale and productivity.
- Ensure
CSEs have the necessary training, resources, and support to succeed.
- Draft,
communicate, and implement team KPIs in alignment with organizational
goals.
- Administer
performance reviews and develop staff for career growth.
- Maintain
a positive, collaborative, and high-quality work environment.
- Reporting
& Collaboration
- Provide
accurate statistical reports and performance updates to management.
- Support
the Operations Manager in staffing, training, recognition programs, and
other contact centre initiatives.
- Always
Uphold Workplace Health & Safety (WH&S) standards and
company policies.
Recruitment Criteria
- Education:
Bachelor’s degree in information systems, Business Administration, or a
related field.
- Experience:
Minimum of 2 years in a supervisory or managerial role within a contact
centre environment.
Skills & Competencies:
- Excellent
written and verbal communication skills.
- Strong
interpersonal, leadership, and motivational abilities.
- Proficiency
in computer applications and reporting tools.
- Strong
analytical, organizational, and problem-solving skills.
- Attention
to detail with the ability to prioritize and multitask effectively.
- Hands-on
management style with proven ability to drive performance.
- Up-to-date
knowledge of contact centre best practices.