Job Title: Learning & Development (L&D) Trainer
Department: Training Department
Location: Kigali - Rwanda
Reports To: Training Manager
Employment Type: Full-time
Job Summary
We are seeking a dynamic and experienced Learning & Development (L&D) Trainer to design, deliver, and manage training programs that enhance employee skills, improve performance, and support overall business goals in a high-paced call center environment. The ideal candidate will have a strong understanding of adult learning principles, excellent facilitation skills, and the ability to adapt training methodologies to suit different learners.
Key Responsibilities
- Design and deliver comprehensive onboarding programs for new hires, focusing on product knowledge, communication skills, soft skills, customer service, and system/process training.
- Conduct regular training needs analysis in coordination with Operations and Quality teams to identify skill and knowledge gaps.
- Develop and implement ongoing training modules for existing staff, including upskilling, refresher courses, and leadership development programs.
- Evaluate the effectiveness of training through assessments, feedback, and performance metrics, and revise programs accordingly.
- Maintain up-to-date knowledge of industry trends, customer expectations, and training best practices.
- Create engaging, interactive training content including manuals, e-learning modules, job aids, and assessments.
- Coach and mentor team leads and front-line agents to support continuous development.
- Collaborate with Quality Assurance and Operations to align training with performance improvement initiatives
- Maintain training records, attendance logs, and training calendars in compliance with internal policies and client requirements.
Qualifications
- Bachelor’s degree in any discipline (preferably in Education, Psychology, HR, or related field).
- More than 1 year of experience in Learning and Development, having worked in the BPO Sector will be an added advantage
- Strong knowledge of adult learning theories, instructional design, and facilitation techniques.
- Proficient in MS Office Suite, Learning Management Systems (LMS), and virtual training platforms (Zoom, MS Teams, etc.).
- Excellent verbal and written communication skills. • Strong interpersonal and presentation skills.
- Ability to handle multiple training batches and deadlines in a fast-paced environment.
Preferred Skills
- Certifications in training, facilitation, or instructional design (e.g., ISTD, CPTM, ATD) are a plus.
- Experience with e-learning tools (Articulate, Captivate, etc.) and blended learning strategies.
- Understanding of call center KPIs and metrics such as AHT, CSAT, FCR, QA scores, etc
Work Schedule
- Rotational shifts (as per business requirements)
- May include occasional weekend or night shifts for global processes
HOW TO APPLY
All applications must be sent via email to recruitment-rw@ccirwanda.com and must be received not later than Monday, 25th September 2025 and must contain CV, Application letter, and Degrees.
Only Shortlisted candidates will be conducted for further assessment.
