Company Overview

Calltronix Contact & Training Centre is a business communication and collaboration process automation company that utilizes the latest technologies and best industry practices to improve productivity, efficiency and accountability within organizations.

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

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

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

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