Job Description
Role Overview
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.
Key Responsibilities
Training & Development Responsibilities
- 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.
Requirements
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.
Benefits
Benefits
- 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
ZA
