Man working at Call Center

Calltronix Contact & Training Centre is a leading player in Kenya’s BPO sector, specializing in customer service, technical support, and training solutions for both local and international clients. Headquartered in Nairobi, Calltronix has built a reputation for delivering high-quality services through a skilled workforce trained to meet global standards. The company operates in a fast-paced, client-focused environment, leveraging cutting-edge technology like the KATI CRM system to streamline operations and ensure seamless service delivery.

With a commitment to fostering a learning culture, Calltronix invests heavily in employee development, making it an attractive employer for professionals seeking HR jobs in Kenya or roles in capability building. The company’s emphasis on continuous improvement and innovation aligns with Kenya’s broader economic goals under Vision 2030, which aims to position the country as a global hub for BPO and ICT services. By joining Calltronix, you’re not just taking a job—you’re contributing to a sector that’s driving Kenya’s economic transformation.

Why the L&D Manager Role at Calltronix Is a Great Opportunity

The Learning & Development Manager role at Calltronix is a unique opportunity for HR and training professionals to lead transformative initiatives in a high-growth industry. Here’s why this position stands out in the Kenyan job market:

  • High Demand for L&D Expertise: As Kenya’s BPO sector grows, the need for skilled L&D professionals who can design and deliver effective training programs is skyrocketing. This role positions you at the forefront of this demand, offering visibility and career growth.
  • Impactful Leadership Role: You’ll oversee capacity-building for diverse teams, from Customer Service Executives (CSEs) to Service Delivery Managers (SDMs), directly influencing operational success and client satisfaction.
  • Career Advancement: With responsibilities tied to strategic planning, mentorship, and collaboration with HR and Operations, this role offers a clear path to leadership positions within Calltronix or the broader BPO industry.
  • Alignment with Industry Trends: The role incorporates modern learning approaches like e-learning and microlearning, aligning with global best practices and enhancing your skill set.
  • Competitive Environment: Working at Calltronix exposes you to cutting-edge tools like KATI CRM and opportunities to benchmark against industry standards, making you a sought-after professional in jobs in Nairobi and beyond.

Job Description: Learning & Development Manager at Calltronix

The L&D Manager at Calltronix is tasked with leading and overseeing the end-to-end capacity-building function within Operations. This role ensures that all team members—including Customer Service Executives (CSEs), Account Managers (AMs), Quality Assurance Officers (QAs), Trainers, and Service Delivery Managers (SDMs)—are equipped with the knowledge, tools, and skills needed to excel in their roles. The position involves designing, delivering, and evaluating a range of training programs, including onboarding, refresher courses, system-specific training (e.g., KATI CRM), and process-related initiatives, all aligned with organizational goals and continuous improvement needs.

The role combines strategic planning, hands-on training delivery, and administrative oversight, making it ideal for professionals with a passion for HR jobs and capability building. Below, we break down the key responsibilities, qualifications, and application details.

Key Responsibilities

The L&D Manager’s responsibilities are divided into specialized and administrative duties, reflecting the role’s strategic and operational scope. Here’s a detailed look:

Specialized Duties

  • Strategic Planning and Execution: Lead the development and implementation of capacity-building initiatives for operational staff, including CSEs, AMs, QAs, Trainers, and SDMs.
  • Onboarding Programs: Design and deliver role-specific, system-specific, and soft-skill training programs to prepare new joiners for their roles.
  • Refresher Training: Develop and implement refresher modules based on performance reviews, QA feedback, and evolving campaign needs.
  • Campaign-Specific Training: Create and execute training programs for new or updated campaign content, ensuring alignment with client expectations and internal standards.
  • Process Training: Lead initiatives to train staff on new or updated operational processes, whether campaign-specific or organization-wide.
  • KATI CRM Training: Develop and roll out training on KATI CRM updates or implementations, collaborating with Projects or CRM support teams.
  • Performance Gap Analysis: Work with QA and Service Delivery teams to identify performance gaps and translate them into actionable training programs.
  • Trainer Supervision: Mentor and supervise Trainers to ensure consistent delivery quality, proper documentation, and training effectiveness.
  • Training Material Management: Maintain an up-to-date repository of training materials, guides, manuals, and learning resources for easy access.
  • Blended Learning Approaches: Introduce innovative learning methods like in-person training, e-learning, and microlearning to enhance accessibility and retention.
  • Training Needs Analysis (TNA): Conduct regular TNAs and Learning Impact Assessments, reporting progress and recommendations to the Head of Operations.
  • Training Evaluation: Assess training effectiveness through feedback surveys, performance trends, and post-training assessments.
  • Career Development Support: Collaborate with HR to support career development, succession planning, and performance improvement initiatives.
  • Learning Culture Promotion: Foster a learning culture through periodic learning events, coaching sessions, and best practice sharing.

Administrative Duties

  • Planning and KPIs: Propose and manage annual, quarterly, and monthly L&D plans and Key Performance Indicators (KPIs) aligned with operational priorities.
  • Record-Keeping: Maintain detailed records of training sessions, attendance, assessments, and improvement actions.
  • Reporting: Prepare monthly reports and dashboards for the Head of Operations, summarizing training performance, feedback, impact, and resource needs.
  • Compliance: Ensure all activities align with client Service Level Agreements (SLAs), internal Standard Operating Procedures (SOPs), and compliance standards.
  • Cross-Functional Coordination: Work with HR, Projects, QA, IT, and Service Delivery teams to ensure timely rollout of learning initiatives for new projects or client implementations.
  • Industry Benchmarking: Continuously research and incorporate industry best practices in contact center L&D.

Recruitment Criteria

To qualify for the L&D Manager role at Calltronix, candidates must meet the following requirements:

Required Experience

  • Minimum 4 Years in L&D: Proven experience in Learning & Development, Training Management, or Capability Building, preferably in a contact center or high-volume customer service environment.
  • Training Design and Leadership: Demonstrated expertise in designing and delivering training programs and leading training teams.

Required Education

  • Bachelor’s Degree: A degree in Education, Human Resources, Organizational Development, Communication, or a related field.
  • Professional Certifications: Certifications in L&D (e.g., CIPD, ATD) are a strong advantage but not mandatory.

How to Apply

To apply for the L&D Manager position at Calltronix, follow these steps:

  1. Visit the Application Portal: Click the application link provided on the Calltronix or Jobinkenya.co.ke website.
  2. Prepare Your Documents: Submit an updated CV, a cover letter highlighting your L&D experience, and any relevant certifications.
  3. Complete the Application Form: Fill out the online application form with accurate details about your qualifications and experience.
  4. Submit Before the Deadline: Ensure your application is submitted by the deadline (not specified in the provided details; check the official job listing for updates).
  5. Follow Up: Monitor your email for communication from Calltronix regarding the next steps, such as interviews or assessments.

Where to Apply: Applications should be submitted through the official Calltronix job portal or via Jobinkenya.co.ke. Check the specific job listing for the application link.

Application Deadline: The deadline for applications is not specified in the provided information. Candidates are advised to check the Calltronix or Jobinkenya.co.ke website for the most up-to-date information.

The BPO Industry in Kenya: A Growing Hub for Employment

Kenya’s BPO sector has emerged as a powerhouse for job opportunities in Kenya, driven by the country’s strategic location, skilled workforce, and robust ICT infrastructure. According to recent data, the BPO industry is a key contributor to Kenya’s economic growth, with the sector expected to grow further as global companies outsource customer service and technical support functions to Nairobi and other urban centers. The government’s Vision 2030 initiative has prioritized BPO as a driver of job creation, with investments in digital infrastructure and training programs enhancing Kenya’s competitiveness.

Calltronix operates at the heart of this growth, offering roles that align with the sector’s demand for skilled professionals in customer service, training, and operations. The L&D Manager role is particularly significant, as it directly supports the development of a workforce capable of meeting global standards. For job seekers, this translates to stable, rewarding careers in a sector with long-term growth potential.

Career Tips for Aspiring L&D Managers

To succeed in the L&D Manager role at Calltronix and similar HR jobs in Kenya, consider the following career advice:

  • Build Relevant Experience: Gain hands-on experience in training design and delivery, ideally in a contact center or customer service environment. Volunteer for projects that involve mentoring or coaching to showcase your leadership skills.
  • Pursue Certifications: Invest in professional certifications like CIPD or ATD to enhance your credentials and stay competitive in the Kenyan job market.
  • Master Technology: Familiarize yourself with CRM systems (e.g., KATI CRM) and e-learning platforms, as these are critical in modern L&D roles.
  • Develop Soft Skills: Hone your communication, leadership, and analytical skills to effectively manage diverse teams and assess training needs.
  • Stay Updated on Industry Trends: Follow BPO and L&D trends through platforms like Jobinkenya.co.ke, industry reports, and professional networks to remain relevant.
  • Network Strategically: Connect with HR and L&D professionals in Kenya through LinkedIn or industry events to learn about best practices and job openings.

Why Choose Calltronix?

Calltronix offers a unique blend of professional growth, innovation, and impact. Here’s why it’s an excellent choice for your next career move:

  • Learning Culture: The company prioritizes continuous learning, offering opportunities to engage in cutting-edge training methodologies.
  • Collaborative Environment: Work alongside HR, QA, IT, and Service Delivery teams to drive organizational success.
  • Career Mobility: The L&D Manager role provides exposure to senior leadership, paving the way for advancement within Calltronix or the BPO sector.
  • Impactful Work: Your contributions will directly enhance the performance of operational teams, improving client satisfaction and business outcomes.

The Learning & Development Manager role at Calltronix Contact & Training Centre is a golden opportunity for HR and training professionals looking to make a mark in Kenya’s thriving BPO industry. With responsibilities spanning strategic planning, training delivery, and performance improvement, this position offers both challenge and reward. By joining Calltronix, you’ll contribute to a learning culture that drives operational excellence while advancing your career in one of Kenya’s fastest-growing sectors.

Don’t miss this chance to secure one of the most sought-after jobs in Nairobi. Visit Jobinkenya.co.ke or the Calltronix job portal to apply today and take the next step in your career in Kenya. Whether you’re an experienced L&D professional or an aspiring leader, this role offers the platform to shine in the dynamic world of employment opportunities in Kenya.