Job Title: Learning & Development (L&D) Trainer
Department: Training Department
Location: Kigali – Rwanda
Reports To: Training Manager
Employment Type: Full-time
Job SummaryÂ
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.
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KRA / Main Detailed Description Outputs and Responsibilities |
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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 |
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• Maintain training records, attendance logs, and training calendars in compliance with internal policies and client requirements. |
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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. |
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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 |
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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.
