Training and Development Manger

Purpose of the role

Lead the strategic design and delivery of customer service learning and training programs across the contact centre operations, with a focus on performance-driven learning solutions, structured training interventions, and measurable skill development. The role is responsible for driving end-to-end learning success, including training strategy development, learning program design, training delivery governance, performance measurement, and commercial impact assessment, while maintaining strong stakeholder relationships across Operations, Quality, and senior management teams.

Key Responsibilities

Customer Service Learning & Training Strategy

• Design and execute an end-to-end customer service learning and training strategy aligned to operational, customer experience, and commercial priorities.
• Integrate learning programs into contact centre performance management, succession planning, and customer service workforce development.
• Own structured training frameworks and learning pathways across frontline agents, team leaders, supervisors, and customer service management levels.
• Take accountability for Skills Development Facilitator (SDF) requirements and regulatory compliance within customer service training operations.

Leadership Development & Career Training

• Build structured leadership development and training journeys across the customer service hierarchy from agent to senior management levels
• Design role-based learning curricula and training pathways that connect customer service skills, behaviours, and career progression opportunities
• Create training programs for succession readiness and embed mentoring, coaching, and experiential learning initiatives

Operational Training & Behavioural Learning

• Design training programs across Customer Experience, Contact Center Operations, Client Engagement, and Service Leadership competencies
• Translate customer service performance gaps into targeted learning interventions and structured training improvement plans
• Partner with Quality and Operations teams to embed training on call handling, service delivery, and behavioural frameworks

Digital Learning & Training Innovation

• Lead contact centre LMS ecosystem design and governance for scalable customer service learning and training delivery
• Deploy blended learning, digital-first training, and micro learning models aligned with customer service operational workflows
• Introduce AI-enabled and data-informed learning pathways for personalised customer service training and development
• Translate complex customer service and product concepts into engaging learning content and accessible training materials

Training Performance & Learning Impact

• Link learning and training programs directly to CSAT, NPS, FCR, AHT, Reopen Rates, quality scores, and agent attrition outcomes
• Define clear training effectiveness metrics, learning impact dashboards, and executive-level training ROI reporting
• Position customer service learning and training as a measurable performance lever driving operational excellence and customer satisfaction

Output: (What are you expected to deliver within the scope of your role)

Key Deliverables

• Comprehensive customer service learning and training strategy with clear performance linkages and ROI targets
• Structured training frameworks and learning curricula across all customer service roles and hierarchy levels
• Customer service leadership development and training programs with measurable progression pathways and succession planning
• Contact center digital learning ecosystem with training governance frameworks, content libraries, and performance integration
• Performance-linked training interventions and learning programs addressing customer service skills gaps and operational challenges
• SDF compliance framework for customer service training operations including WSP, ATR, and SETA relationship management
• Learning and training impact measurement system with KPIs, dashboards, and executive reporting mechanisms

Minimum Required Qualification

• Bachelor's degree in Human Resources, Education, Learning & Development, Training Management, or related field
• Post-graduate qualification in Learning & Development, Training Management, or Contact Center Operations preferred
• Registered Skills Development Facilitator (SDF) certification with customer service or contact center training experience
• Contact Centre Manager qualification (NQF Level 5) or Training and Development certification advantageous
• Professional certification in Learning & Development (CIPD,ATD) or Training Management preferred

Minimum Required Experience

• 10+ years progressive experience in Learning & Development or Training Management with focus on customer service or contact centre environments
• 5+ years in senior training leadership within scaled contact centre, customer service, or customer experience operations
• Proven delivery of measurable learning outcomes and training effectiveness linked to customer service performance
• Experience designing and implementing customer service training strategies and learning program development
• Strong track record in contact centre learning transformation and training delivery governance across customer-facing operations
• Experience integrating customer service training with performance management, quality assurance, and workforce development
• Demonstrated expertise in South African skills development legislation and SETA requirements within training and service industries

Minimum Required Competencies

• Strategic thinking with ability to align customer service learning and training initiatives to customer experience and commercial objectives
• Change management expertise with proven ability to transform learning culture and drive training program adoption
• Leadership and people development capabilities with experience building high-performing customer service training teams
• Data analysis and measurement skills to evaluate training effectiveness and demonstrate learning ROI and customer experience impact
• Stakeholder management and influencing skills across customer service operations, quality, and senior management teams
• Customer service expertise with deep understanding of contact centre operations, training needs, and learning methodologies

Skills, Knowledge & Abilities

• Strong grounding in learning and training methodologies,contact center operations, and customer service training frameworks
• Advanced knowledge of South African skills development legislation, training SETA processes, and learning industry regulations
• Proficiency in contact centre LMS platforms, training deliver tools, and learning analytics with emerging technology awareness
• Excellent communication and presentation skills with the ability to influence customer service leadership and training stakeholders
• Commercial acumen with a deep understanding of training economics, contact centre metrics (CSAT, NPS, FCR, Reopen Rates, AHT), and e-commerce operations
• Advanced proficiency in training performance measurement, learning ROI analysis, and contact centre workforce development systems

You are not just delivering training—you are designing the entire learning ecosystem that drives contact centre performance, customer satisfaction, and operational excellence .

The role gives you ownership of:

• End-to-end learning strategy across the customer service environment
• Leadership development pipelines from agent to senior management
• Digital transformation of learning through LMS, AI, and micro learning
• Direct impact on core business KPIs like CSAT, NPS, FCR, AHT, and attrition
• Compliance leadership through SDF and SETA frameworks
• Executive-level visibility through ROI and performance reporting

This role is ideal for a strategic L&D leader who wants to move beyond training delivery into business-impact learning design, operational transformation, and leadership capability building at scale .