Customer Service Learning & Development Leader

Takealot Group; Cape Town; Vor Ort; ZAR 900.000 - 1.200.000; Vollzeit

Zusammenfassung

takealot.com in Cape Town is seeking a Training and Development Manager to lead customer service learning and training programs across the contact centre operations, with a focus on performance-driven learning and measurable skill development.

The role drives end-to-end learning strategy, design, delivery governance, performance measurement, and commercial impact assessment while coordinating with Operations, Quality, and senior management to ensure alignment and outcomes.

Qualifikationen

• Bachelor's degree in HR, 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.
• 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.

Aufgaben

• 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.
• 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
• 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
• 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
• 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
• Design leadership development journeys and embed mentoring, coaching, and experiential learning initiatives

Kenntnisse

L&D expertise

Stakeholder management

Leadership

Data analysis

Learning analytics

Change management

Strategic thinking

E-commerce knowledge

Ausbildung

Bachelors in HR/Education/L&D/Training

Post-graduate in L&D or related

SDF certification

Contact Centre Manager qualification

CIPD/ATD certification

10+ years L&D experience

5+ years senior training leadership

Tools

LMS platforms

Training delivery tools

Analytics tools

Jobbeschreibung

takealot.com in Cape Town is seeking a Training and Development Manager to lead customer service learning and training programs across the contact centre operations, with a focus on performance-driven learning and measurable skill development.

The role drives end-to-end learning strategy, design, delivery governance, performance measurement, and commercial impact assessment while coordinating with Operations, Quality, and senior management to ensure alignment and outcomes.