Current Jobs at Calltronix Contact & Training Centre

Position Objective:

• The Marketing & Brand Experience Coordinator develops and manages integrated marketing, communication, and brand strategies across Calltronix, KatiCRM, and Jump Xtreme. The role ensures a consistent brand identity, strengthens client and employee engagement, and drives digital visibility through creative campaigns, social media, and impactful storytelling aligned with organizational goals.

Roles & Responsibilities:

• Brand Management and Strategy
• Develop and execute integrated brand strategies to strengthen visibility, consistency, and positioning for all company brands.
• Ensure all marketing materials, messages, and visuals align with corporate brand guidelines and values.
• Conduct regular market and competitor analysis to identify growth opportunities and evolving audience preferences.
• Collaborate with leadership to refine brand voice, messaging, and identity across departments and communication channels.
• Champion the overall brand experience, ensuring consistent representation across client interactions, staff touchpoints, and public engagement.
• Marketing Campaigns and Communications
• Plan, manage, and execute multi-channel marketing campaigns, including digital, print, and experiential initiatives.
• Develop and maintain annual and quarterly marketing calendars with measurable goals and timelines.
• Oversee campaign execution for key events such as product launches, client summits, and partnership activations.
• Manage both internal and external communication initiatives to ensure cohesive and professional messaging.
• Identify and coordinate events and sponsorship opportunities that strengthen brand reputation and customer engagement.
• Seek out and organize event opportunities that elevate brand presence and connect Calltronix and Kati CRM with key audiences.
• Processes and Governance Office
• Digital and Social Media Management
• Lead social media strategy, content creation, scheduling, and publishing for all company brands across relevant platforms.
• Maintain a consistent posting calendar to drive engagement, visibility, and community growth.
• Collaborate with HR and department heads to promote employee engagement initiatives, staff achievements, and company culture across digital channels.
• Create engaging content to promote client relationships, success stories, and testimonials, strengthening the company’s brand credibility.
• Monitor and analyse social media performance metrics, providing data-driven insights for content optimization.
• Stay up to date with social media trends, tools, and best practices to ensure continuous improvement in online engagement and reach.
• Graphic Design and Creative Development
• Design and produce marketing and promotional materials, including digital graphics, print collateral, event branding, and corporate signage.
• Collaborate with internal teams to develop creative concepts that support campaigns, business goals, and product launches.
• Ensure a cohesive and professional visual identity across all communication platforms.
• Work with HR to design branded job advertisements, employee recognition posts, and recruitment visuals for social media.
• Reporting and Analytics
• Prepare and present bi-weekly analytical reports across all platforms and visual dashboards, offering insights and recommendations that enable informed, data-driven decisions by management.
• Provide insights and actionable recommendations to inform strategic decisions and optimize future campaigns.
• Track KPIs such as engagement rates, reach, lead conversions, and campaign ROI.
• Internal Communication.
• Partner with People OPs to develop, review, and disseminate internal communications in alignment with approved channels, processes, and company standards.

Recruitment Criteria

Required Experience:

• Minimum of 1 year of experience in marketing, brand management, or communications, preferably within a fast-paced corporate, agency, or technology environment.
• Proven experience managing multi-channel campaigns, social media strategy, and brand development projects.
• Experience in B2B and B2C marketing will be an added advantage.

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Position Objective:

• To lead and oversee the end-to-end capacity building function within Operations, ensuring that all team members—including CSEs, Account Managers, Quality Assurance Officers, Trainers, and Service Delivery Managers—are equipped with the knowledge, tools, and skills required tperform their roles effectively. This includes designing, delivering, and evaluating onboarding, refresher, system, and process-related trainings, in alignment with organizational goals and continuous improvement needs.

Specialized Duties

• Lead the strategic planning and execution of capacity-building initiatives for all operational staff:
• Customer Service Executives (CSEs)
• Account Managers (AMs)
• Quality Assurance Officers (QAs)
• Trainers
• Service Delivery Managers (SDMs)
• Design and deliver preparatory onboarding programs for all new joiners, ensuring role-specific, system-specific, and soft-skill readiness.
• Develop and implement refresher training modules based on performance reviews,
• QA feedback, and evolving campaign needs.
• Design and execute training programs related tany new or updated campaign content, ensuring alignment with client expectations and internal delivery standards.
• Lead training initiatives on new or updated operational processes, whether campaign-specific or generic, ensuring consistent understanding and application across all levels.
• Develop and roll out training on KATI CRM updates or implementations, whether campaign-specific or system-wide, in coordination with the Projects or CRM support teams.
• Collaborate with the QA and Service Delivery teams tidentify performance gaps and translate these intactionable training programs.
• Supervise and mentor Trainers tensure consistent delivery quality, proper documentation, and training effectiveness.
• Maintain a repository of all training materials, guides, manuals, and learning resources, ensuring they are current and accessible.
• Introduce blended learning approaches (in-person, e-learning, microlearning) to improve accessibility and retention.
• Conduct regular Training Needs Analysis (TNA) and Learning Impact Assessments, reporting progress and recommendations tthe Head of Operations.
• Evaluate training sessions through feedback surveys, performance trends, and post- training assessments tensure effectiveness.
• Collaborate with HR in supporting career development, succession planning, and performance improvement initiatives.
• Contribute tbuilding a learning culture across the organization through periodic learning events, coaching sessions, and best practice sharing.
• Administrative Duties
• Propose and manage annual, quarterly, and monthly L&D plans and KPIs, aligned with operational priorities and performance objectives.
• Maintain detailed records of all training sessions, attendance, assessments, and improvement actions.
• Prepare monthly reports and dashboards for the Head of Operations, summarizing training performance, feedback, impact, and resource needs.
• Ensure L&D activities are aligned with client SLAs, internal SOPs, and compliance standards.
• Coordinate with cross-functional teams (HR, Projects, QA, IT, and SD) tensure timely roll-out of learning initiatives related tnew projects or client implementations.
• Continuously benchmark and incorporate industry best practices in contact center learning and development.

Required Experience:

• Minimum 2-4 years in Learning & Development, Training Management, or Capability Building, preferably in a contact center or high-volume customer service environment.
• Proven experience in training design, delivery, and team leadership.

Required Education:

• Bachelor’s degree in Education, Organizational Development, Communication, or a related field.
• Professional certifications in L&D (e.g., CIPD, ATD) are a strong advantage.