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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