Business Trainer

ATM Group is looking for an experienced, passionate and results-driven Business Trainer with airline industry experience to join our Learning & Development team in Cape Town.

This is an exciting opportunity for a confident and engaging trainer who thrives in a fast-paced contact centre environment and is passionate about developing people, enhancing customer service excellence and driving operational performance.

The successful candidate will play a key role in delivering high-quality training programmes, supporting new employees through onboarding and nesting, and ensuring teams are equipped with the knowledge, skills and confidence to deliver exceptional customer experiences.

What You'll Be Doing

As our Business Trainer, your responsibilities will include:

• Deliver engaging classroom-based, virtual and practical training sessions covering airline customer service, products, processes, systems and compliance.
• Facilitate airline-specific training, including reservations, booking amendments, cancellations, refunds, flight disruptions and passenger support.
• Conduct new-hire induction, onboarding, refresher and upskilling programmes.
• Provide structured one-on-one and group coaching to support employee development and operational readiness.
• Conduct knowledge assessments, practical evaluations and competency-based assessments.
• Monitor learner performance, identify knowledge gaps and implement targeted coaching interventions.
• Develop, review and maintain training materials, presentations and learning resources.
• Work closely with Operations, Quality Assurance and Team Leaders to ensure training aligns with client expectations and operational standards.
• Maintain accurate training records, assessment results and learner progress reports.
• Support continuous improvement initiatives to enhance training effectiveness and employee performance.

What We're Looking For

Essential Requirements

• Minimum 3 years' experience within a BPO/contact centre environment.
• Previous airline or aviation customer service experience is essential, preferably within airline reservations, ticketing, passenger services or airline contact centre operations.
• Previous experience in training, facilitation, coaching or a relevant Subject Matter Expert (SME) capacity.
• Strong understanding of airline customer service processes, including reservations, booking changes, cancellations, refunds and flight disruptions.
• Proven experience delivering classroom-based or group training sessions.
• Good understanding of contact centre operations, customer service standards and performance management.
• Strong proficiency in Microsoft Office, particularly PowerPoint and Excel.
• Experience using Microsoft Teams and digital learning platforms.
• Flexibility to work hours aligned with operational and client requirements.

Advantageous Experience

• Experience using airline reservation systems or Global Distribution Systems (GDS), such as Amadeus or Sabre.
• Relevant qualification in Training, Learning & Development, Education or Human Resources.
• Train-the-Trainer or Facilitation certification.
• Experience in instructional design, training material development and competency assessments.
• Experience using Learning Management Systems (LMS).
• Experience supporting multiple BPO campaigns or international clients.

Skills That Will Set You Apart

• Excellent communication, presentation and facilitation skills.
• Strong coaching, mentoring and people development abilities.
• Ability to engage and motivate diverse groups of learners.
• Excellent planning, organisation and time management.
• Strong analytical and problem-solving skills.
• Ability to identify performance gaps and implement effective learning solutions.
• Strong stakeholder engagement and relationship-building skills.
• Adaptability, resilience and a proactive approach to continuous improvement.

Why Join ATM Group?

At ATM Group, we believe our people are at the heart of our success. You'll have the opportunity to contribute to a growing international business, develop employee capability and make a meaningful impact on operational performance and customer experience.

Employment Equity Statement

ATM is an equal opportunity employer. In line with our Employment Equity Plan, preference will be given to candidates from designated groups, including persons with disabilities. Applicants with disabilities are encouraged to apply and may indicate any reasonable accommodation they need during the recruitment process.

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