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Junior Learning & Development Trainer

Boomerang Marketing -
Wynberg, Western Cape 7800

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Job Details

Full 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.

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

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