German-Speaking Operations Trainer (Junior)

BPO; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

BPO is seeking a German-speaking Operations Trainer for its Cape Town operations. The role focuses on equipping agents with knowledge through engaging training, adapting to learning styles, and supervising a team during product training to ensure smooth transitions onto the floor.

Responsibilities include onboarding setup, delivering training sessions, monitoring attendance, and coaching to close performance gaps.

Qualifications

• 2+ years of experience in customer service, back office support, community safety or similar role
• University student in Education, Psychology, Business Administration or similar field desirable.
• Strong product knowledge and customer service expertise.
• Strong presentation and public speaking skills.
• General knowledge of adult learning principles.
• Ability to identify training challenges and address gaps through targeted interventions.
• Ability to manage a team during training.
• Uses existing procedures to solve standard problems, analyzes information and standard practices to make judgments.

Responsibilities

• Oversee onboarding of agents ensuring required system access for training and training room setup.
• Deliver engaging and effective training sessions on products and systems to new and existing agents.
• Monitor attendance and performance of a group of agents during training and guide transitions.
• Support transitions from classroom to on-the-job training and to the operations floor with feedback and action plans.
• Assess post-training knowledge retention and performance during nesting; address gaps with targeted coaching.
• Support complex customer issues/escalations as required by the account.
• Stay up to date with account requirements and take operations calls when defined.

Skills

Product knowledge

Customer service expertise

Presentation skills

Adult learning principles

Team management during training

Problem solving with procedures

Education

Education/psychology student

Business administration

Equivalent experience

Job description

BPO is seeking a German-speaking Operations Trainer for its Cape Town operations. The role focuses on equipping agents with knowledge through engaging training, adapting to learning styles, and supervising a team during product training to ensure smooth transitions onto the floor.

Responsibilities include onboarding setup, delivering training sessions, monitoring attendance, and coaching to close performance gaps.