Junior Learning & Development Trainer
Job Location:
Cape Town - South Africa
Monthly Salary:
Experience Required:
Posted:
Application Deadline:
Vacancies:
Job Summary
The Learning & Development Trainer / International Customer Service BAE is responsible for designing planning facilitating and evaluating training interventions across operational and customer service environments. The role focuses on delivering high-quality training aligned to business client and operational requirements while also supporting exceptional customer service delivery through inbound calls emails and digital chat channels.
This position plays a critical role in ensuring employees are equipped with the product process technical compliance and soft skills knowledge required to deliver outstanding customer experiences and achieve operational excellence.
- Design plan and facilitate various training modules as identified through Training Needs Analysis (TNA) or as prescribed by the company and/or client.
- Deliver product process technical systems compliance and soft skills training up to management level.
- Manage and measure the efficiency and effectiveness of training programs to ensure operational excellence.
- Provide coaching mentoring and ongoing support to employees and stakeholders where applicable.
- Conduct refresher training nesting support and continuous development initiatives.
- Facilitate Train the Trainer sessions aligned to operational requirements.
- Conduct regular calibrations with internal and external stakeholders to ensure consistent and high-quality training delivery.
- Review and update training material regularly to incorporate process system and operational changes.
- Identify opportunities for process improvement and recommend training interventions.
- Provide weekly reports on training progress trainee performance and development opportunities.
- Apply a collaborative approach when engaging with internal and external stakeholders.
- Ensure all training is aligned to company policies compliance standards and client expectations.
- Grade 12 / Matric or equivalent qualification.
- 2 3 years BPO experience (Essential).
- 3 years experience in a similar training coaching mentoring or leadership role.
- Proven experience in facilitating training and adult learning methodologies.
- Previous leadership experience.
- Chat support experience (Critical).
- Experience dealing with vulnerable customers (Essential).
- Strong verbal and written communication skills.
- Strong coaching mentoring and facilitation skills.
- Excellent interpersonal skills with the ability to engage diverse groups and cultures.
- Ability to manage difficult conversations professionally and effectively.
- Good attention to detail and ability to follow procedures.
- Intermediate computer literacy including MS Office (Excel Outlook PowerPoint).
- Ability to learn new systems and technology quickly.
- Clear criminal record.
- South African Citizen.
- Own reliable transport.
- Ability to work shifts.
- Tertiary qualification related to Training Learning & Development HR or a related field.
- Previous BPO training environment experience.
- Medical industry experience.
- Train the Trainer certification.
- Assessor and Moderator accreditation.
- Competitive salary package
- Performance-driven incentives
- Growth and career development opportunities
- Exposure to international campaigns and clients
- Continuous training coaching and mentoring support
- Dynamic and fast-paced BPO environment
- Supportive and collaborative team culture
- Opportunity to develop leadership and facilitation skills
- Employee engagement and learning initiatives
- Exposure to customer service training and operational development functions
- Opportunity to work with diverse teams and stakeholders
- Shift-based environment offering operational flexibility
Required Skills:
Minimum Requirements Grade 12 / Matric or equivalent qualification. 2 3 years BPO experience (Essential). 3 years experience in a similar training coaching mentoring or leadership role. Proven experience in facilitating training and adult learning methodologies. Previous leadership experience. Chat support experience (Critical). Experience dealing with vulnerable customers (Essential). Strong verbal and written communication skills. Strong coaching mentoring and facilitation skills. Excellent interpersonal skills with the ability to engage diverse groups and cultures. Ability to manage difficult conversations professionally and effectively. Good attention to detail and ability to follow procedures. Intermediate computer literacy including MS Office (Excel Outlook PowerPoint). Ability to learn new systems and technology quickly. Clear criminal record. South African Citizen. Own reliable transport. Ability to work shifts. Advantageous Requirements Tertiary qualification related to Training Learning & Development HR or a related field. Previous BPO training environment experience. Medical industry experience. Train the Trainer certification. Assessor and Moderator accreditation.
