Team Leader - Talent Creator-Viking

Job Title: BPO L & D Trainer (Cruise Travel Experience Advantageous)
Location: Cape Town – South Africa   
Department: Training & Development
Reports To: Assistant Training Manager / Snr Training Manager
Job Type: Full-time

Job Summary:

We are seeking a dynamic and passionate Trainer to join our high-performing BPO team. The ideal candidate will be responsible for delivering engaging and impactful training programs to new hires and existing staff. Candidates with prior travel industry experience, particularly in cruise ship operations, will have a distinct advantage. Your experience will add valuable insight to our travel-related customer service campaigns.

Key Responsibilities:

• Deliver comprehensive training programs for new hires (onboarding) and existing employees (refresher/upskilling).
• Facilitate soft skills, product knowledge, system, and process training aligned with campaign requirements.
• Adapt travel-related customer service content to simulate real-life cruise ship scenarios.
• Monitor and evaluate trainees' performance through assessments, feedback, and role-play exercises.
• Collaborate with Operations, Quality, and Client teams to ensure training meets performance and client standards.
• Provide post-training support, including floor support, coaching, and performance monitoring.
• Maintain and update training materials, SOPs, and knowledge bases regularly.
• Analyze training effectiveness and recommend improvements.
• Foster a high-energy, motivating training environment that encourages learning and engagement.

Qualifications:

• 2+ years of experience as a Trainer in a BPO or Contact Center environment.
• Experience in the travel industry is essential – cruise ship experience (onboard or shore-based) is a strong advantage.
• Proven ability to train on systems, products, and soft skills.
• Strong communication, facilitation, and interpersonal skills.
• Ability to manage time and multiple priorities under pressure.
• Proficient in MS Office Suite (Word, Excel, PowerPoint).
• Exposure to GDS systems (e.g., Amadeus, Sabre, Galileo) is a plus.

Desired Attributes:

• Energetic, engaging, and approachable training style.
• Culturally sensitive with experience working in diverse teams.
• Problem-solving mindset with a passion for coaching and development.
• Able to bring real-world cruise and travel insights into the training room.