Junior Learning&Development Trainer, Cape Town

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 product, process, technical, compliance and soft skills knowledge required to deliver outstanding customer experiences and achieve operational excellence.

Key Responsibilities

Design, plan and facilitate various training modules as identified through Training Needs Analysis 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.

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).

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