Specialist Learning

Foundever; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading service company in Cape Town seeks a Learning Specialist to deliver training and develop learning experiences for associates. The role demands at least two years of classroom training experience, a strong background in call centers, and excellent communication and problem-solving skills. Candidates will play a key role in enhancing the customer service journey through effective training solutions.

Qualifications

• Minimum 2 years of experience in classroom training.
• Experience in a call centre environment is essential.
• Proven ability to develop and implement training programs.

Responsibilities

• Deliver soft skill and product training to newly recruited employees.
• Update and maintain training material.
• Assist in identifying learning gaps and solutions.
• Develop standalone training modules as required.

Skills

Classroom training delivery

Excellent communication skills

Problem-solving skills

Analytical skills

Interpersonal skills

Education

Minimum Grade 12

Job description

Foundever – Cape Town, Western Cape, South Africa

Location – Waterfront, Cape Town

Working Pattern – 40 hours per week

Contract Type – Permanent

What You'll Be Doing

As a Learning Specialist, you will deliver and plan learning experiences that support associates' customer service journey.

About You

You have experience leading classroom training sessions, are empathetic, patient, and possess a strategic vision to deliver in a fast‑paced, changeable environment.

You are passionate about people and customer service, and able to attend operational meetings to plan, organise resources and maintain training schedules.

Key Responsibilities

• Deliver soft skill and product training to newly recruited employees across campaigns.
• Identify gaps in existing training material and proactively update and maintain solutions.
• Assist the Learning Manager and campaign owners to identify learning gaps and solutions.
• Create standalone training modules for new and existing team members as required.
• Provide coaching and feedback to trainees as part of their classroom learning experience.
• Maintain training records and scores achieved.
• Develop and implement training programs for contact centre associates.
• Conduct complex training classes.
• Develop evaluation and validation instruments to collect and interpret data, assessing organisational needs and training effectiveness.
• Provide support in developing training material when needed.
• Provide Grad Bay support to new hires when not conflicting with delivery commitments.
• Work with business to ensure process updates are reflected in training.

Your Profile And Experience

• At least 2 years of experience delivering classroom training.
• Previous experience working in a call centre environment is essential.
• Excellent telephone, computer, verbal and written communication skills.
• Good numerical and verbal reasoning skills and excellent presentation skills.
• Effective problem‑solving and analytical and judgement skills.
• Interpersonal skills necessary for client contact.
• Clear criminal background check.
• Minimum Grade 12.
• 3 years of training / facilitator experience in the BPO sector.
• Facilitators + Accessor training courses desirable.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Management