Learning & Development (L&D) Trainer
2025-09-24T07:52:20+00:00
CCI Rwanda Ltd
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FULL_TIME
Kigali
Kigali
00000
Rwanda
Business Management and Administration
Admin & Office
2025-09-30T17:00:00+00:00
Rwanda
8
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.
Responsibilities
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.
- 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
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.
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. 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
JOB-68d3a334d3906
Vacancy title:
Learning & Development (L&D) Trainer
[Type: FULL_TIME, Industry: Business Management and Administration, Category: Admin & Office]
Jobs at:
CCI Rwanda Ltd
Deadline of this Job:
Tuesday, September 30 2025
Duty Station:
Kigali | Kigali | Rwanda
Summary
Date Posted: Wednesday, September 24 2025, Base Salary: Not Disclosed
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JOB DETAILS:
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.
Responsibilities
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.
- 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
Work Hours: 8
Experience in Months: 12
Level of Education: bachelor degree
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