Jobs Kenya

Website: Website www.calltronix.com/

  • Junior Quality Analyst – Multichoice Data Analyst MCK Junior Account Manager – 2 Posts Training Assistant Supervisor

    Junior Quality Analyst – Multichoice Data Analyst MCK Junior Account Manager – 2 Posts Training Assistant Supervisor

    Ref: JQA/006/07/2024
    The Call Center Quality Analyst is responsible for assessing the quality of performance of the call center teams dealing with our existing and potential customers. The Junior QA will monitor the inbound and outbound call and email responses to assess the team member’s demeanor, technical knowledge on products and processes, customer service performance, and conformity to company policies and procedures. This individual will assist in developing and implementing call center quality processes and procedures; as well as making recommendations on training to be done in order to improve the overall Calltronix customer experience.
    Key Responsibilities

    Call analysis – Monitoring inbound interactions to ensure agents provide top notch customer service guided by set quality metrics.
    Compile and prepare daily, weekly & monthly reports in a timely manner and accordance with approved reporting standards.
    Tracking agents’ performance, systems, and tools
    Ensure CSEs perform according to the objective of the company.
    Work on a continuous process of evaluating and identifying key behavior and defect that drive or reduce sales, customer satisfaction to close loop on the misses.
    Assessing agents’ quality performance
    Recommend, implement and monitor corrective actions to ensure quality standards are achieved.

    Desirable Skills & Qualifications:

    Strong organizational skills
    Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail.
    Ability to work independently with minimal supervision.
    Capability of problem-solving
    Prior experience and knowledge in working with Multichoice Kenya (DSTV & GOTV)

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    Use the link(s) below to apply on company website.  

    Apply via :

  • Realtime Analyst (RTA)

    Realtime Analyst (RTA)

    Job Description
    As a Realtime Analyst, you will work closely with Operations, to help monitor Incoming volumes In Queues, report on Daily attendance schedule adherence of Agents in real-time, ensuring optimum service levels are achieved to deliver consistent performance.
    Roles and Responsibilities

     Real-time and/or intra-day management of resources to ensure an accurate number of resources are scheduled appropriately and are available to support a forecasted volume of inbound and outbound calls required to meet service levels.
     Monitor all contact and communication center sites, as well as adjust intra-day forecasts derived from business drivers to determine required staffing levels by projecting call volumes, call duration, as well as scheduled and unscheduled activities using current trends and historical data.
     Run and analyze reports and make recommendations for adjusting staffing levels to meet departmental expectations and productivity goals.
     Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
     Monitors site to ensure optimal staffing levels.
     Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
     Administers volume contingency action plans as deemed necessary and appropriate.
     Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
     Facilitates real-time discussions with necessary stakeholders.
     Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
     Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
     Ensures that all reports originating from the department are accurate and reliable.
     Helps with the integration and implementation of new call center technologies.
     Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

    Qualifications:

     Intermediate knowledge of call center management and all related calculations
     Intermediate knowledge of various forecasting / scheduling software

    Apply via :

    ix.com

  • Customer Service Executives

    Customer Service Executives

    Exceptional service is the core of our business, and highly committed Customer Service
    Executives are critical to the delivery of our quality promise. A strong candidate should possess excellent listening skills, the ability to understand a customer’s problem quickly, and be able to
    identify and recommend appropriate solutions. The candidate should have a clear and pleasant speaking voice and be very eloquent.

    Some of the responsibilities include: 

    Manage a large number of Inbound and outbound calls in a timely manner to professionally take or cancel orders, provide information about products and services, or obtain details of customer complaints. 
    Refer unresolved customer grievances or special requests to designated departments for further investigation. 
    Identify customers’ needs, clarify information, research every issue, and provide solutions to achieve customer satisfaction. 
    Keep records of customers’ interactions, recording details of inquiries, complaints, and comments as well as actions taken. Process orders, forms, and applications. 

    Desirable Skills &Qualifications: 

    Minimum Qualification: Bachelors
    Impressive telephone etiquette and excellent computer applications and keyboard skills with at least 60WPM. 
    Great verbal and written communication skills as well as the ability to work in a team. 
    Excellent interpersonal skills to be able to react effectively and calmly in emergencies and within strict guidelines. 
    Candidates should have the capability to maintain the trust of customers while maintaining customer confidentiality. 
    2+ years’ experience working in a contact center but not mandatory.
    A strong understanding of Contact Centre best practices

    Apply via :

    ix.com

  • Training Assistant

    Training Assistant

    Training Assistant 
    Reporting to the Head of L&D 
    Responsibilities:

    Designing training curriculum for in person training and digitization of the training content for the Learning management system
    Select appropriate training methods or activities (e.g. simulations, mentoring, on-the job training, professional development classes)  
    Conduct organization-wide training needs assessment and identify skills or knowledge gaps that need to be addressed  
    Assess instructional effectiveness and determine the impact of training on employee skills and KPIs  
    Driving a culture of continuous professional development
    Carrying out capability assessments across the organization

    Skills & Qualifications:

    Have thorough understanding of learning and development principles and practices
    Proven work experience as a L&D assistant,Training facilitator or similar role
    Proven ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate)
    Familiarity with traditional and modern job training methods and techniques
    Previous experience in managing a Learning Management System
    Bachelor Degree in Education, Human Resources Management,organization psychology  or a related field.
    Trainer of Trainer certification from a recognized institution will be an added advantage
    If this sounds like you follow the link below to apply for the position.

    Apply via :

    ix.com

  • System Training Assistant

    System Training Assistant

    Description. 

    Prepare system manuals and user guides in different formats.
    Implement training programs to teach and guide employees in properly  utilizing various computer programs and applications used in the  company’s daily operations. 
    Assessing system training needs and the development of training  techniques that will help the staff fulfill their job-specific duties
    Conduct evaluations of the existing training programs to verify their  effectiveness and determine if there is a need for modifications.
    Select appropriate training methods or activities (e.g., simulations)
    Assess instructional effectiveness and determine the impact of training on  employee skills and KPIs 
    Gather feedback from trainees after each training session 8. Scheduling training sessions 
    Ensuring that the system documentation and user guide materials are up  to date 
    Keeping track of employees training records and maintaining them
    Handle any other task associated with organizing and scheduling training  sessions 
    Upload learning materials on the Learning Management System (LMS) to  ensure optimal functionality of the system 
    Maintain accurate LMS records and analyze data to gauge effectiveness  of trainings and provide advisory reports to the management
    Any other duties that may be assigned by the technical training manager 

    Qualifications: 

    Bachelor’s degree in Computer Science, Information Technology, or  another related field or Equivalent. 
    Pedagogical experience in delivery and explanation of technical concepts  to users with non-technical backgrounds.  
    Has a relevant variety of technical skills that are relevant for LMS  management, proficient in MS PowerPoint and graphics design.
    Has strong interpersonal skills, able to liaise with diverse stakeholders
    Good organizational and time management skills. 
    A solution-oriented team worker with a keen eye for details
    Ability to work under minimum supervision

    Apply via :

    ix.com

  • Multilingual Customer Service

    Multilingual Customer Service

    REFNO: CSE-CC-001_09_2021
    Exceptional service is the core of our business, and highly committed Customer Service Executives are critical to the delivery of our quality promise. A strong candidate should possess excellent listening skills, the ability to understand a customer’s problem quickly and be able to identify and recommend appropriate solutions. The candidate should be multilingual have a clear and pleasant speaking voice and be very fluent in English combined with the one of the following languages.

    Luganda – Uganda
    Amharic – Ethiopia
    Twi -Ghana
    Swahili – (Coastal or Tanzania preferable)

    Some of the responsibilities include: 

    Manage a large number of Inbound and outbound calls in a timely manner to professionally take or cancel orders, provide information about products and services, or obtain details of customer complaints. 
    Refer unresolved customer grievances or special requests to designated departments for further investigation. 
    Identify customers’ needs, clarify information, research every issue, and provide solutions to achieve customer satisfaction. 
    Keep records of customers’ interactions, recording details of inquiries, complaints, and comments as well as actions taken. Process orders, forms, and applications. 

    Desirable Skills & Qualifications: 

    Bachelors in PR/ Communication/ Marketing. 
    Impressive telephone etiquette and excellent computer applications and keyboard skills with at least 60WPM. 
    Great verbal and written communication skills as well as the ability to work in a team. 
    Excellent interpersonal skills to be able to react effectively and calmly in emergencies and within strict guidelines. 
    Candidates should have the capability to maintain the trust of customers while maintaining customer confidentiality. 
    2+ years’ experience working in a contact center 
    A strong understanding of Contact Centre best practices 

    Please note the candidate must possess valid immigration papers and work permit.

    If this sounds like you, send your job application to hr@calltronix.com on or before 12th September 2021

    Apply via :

    hr@calltronix.com

  • Junior Designer

    Junior Designer

    (Innovative Marketing)
    REF NO: JD-IM-15_02_2021
    We are looking for a junior designer to join our design team and help us in producing high-quality design projects. You will be required to deliver on special tasks for the completion of projects and create unique ideas to improve projects.
    Some of the responsibilities and requirements include:

    Hands-on experience with helping in delivering design requirements.
    Expert with design software and editing tools. (InVision, Adobe)
    Help deliver on design requirements.
    Collaborate with senior designer and design team to produce the final product.
    Excellent communication, time management, and multitasking skills.
    Teamwork skills.
    Creative thinking with attention to detail.
    Time management and multitasking abilities

    If this sounds like you, send your job application by following the link below on or before 19th February 2021.

    Apply via :

    ix.com

  • Customer Service Executives

    Customer Service Executives

    Exceptional service is the core of our business, and highly committed Customer Service Executives are critical to the delivery of our quality promise.

    Apply via :

    ix.co.ke

  • Customer Service Executives

    Customer Service Executives

    Exceptional service is the core of our business, and highly committed Customer Service Executives are critical to the delivery of our quality promise.

    Apply via :

    ix.co.ke