Training and Development Manager
Core
Lead the strategic design and delivery of customer service learning and training programs across contact centre operations, focusing on performance-driven solutions and measurable skill development.
Role type
Senior Learning and Development Manager (Customer Service/Contact Centre)
Builds
Structured training frameworks, leadership development journeys, and digital learning ecosystems for frontline agents and management.
Domain
E-commerce / Customer Service Operations / Learning & Development
Required skills
Learning and training strategy design, contact centre operations expertise, Skills Development Facilitator (SDF) compliance, leadership development curriculum design, LMS ecosystem governance, training performance measurement (ROI, CSAT, NPS), change management, stakeholder influence, data analysis for learning impact.
Preferred skills
Post-graduate qualification in L&D, CIPD/ATD certification, Contact Centre Manager qualification (NQF Level 5), experience with AI-enabled learning pathways.
Technologies
Contact Centre LMS platforms, learning analytics tools, blended learning platforms, AI-enabled learning systems.
Responsibilities
Design and execute end-to-end customer service learning strategies; Build structured leadership development and career training journeys; Partner with Quality and Operations to embed training on call handling and service delivery; Lead contact centre LMS ecosystem design and governance; Link learning programs directly to CSAT, NPS, FCR, AHT, and attrition outcomes.
Seniority
Senior, hands-on IC with strategic oversight
