Strategic Training & Development Leader in Customer Service

takealot.com; Cape Town; On-site; ZAR 700,000 - 1,000,000; Full time

Job summary

takealot.com is seeking a Training and Development Manager in Cape Town to lead the design and delivery of customer service learning programs across contact centre operations. You will drive strategy, governance, and measurable outcomes while partnering with Operations, Quality, and senior management to deliver performance improvements.

The role requires strong leadership, stakeholder management, and expertise in learning analytics, LMS platforms, and SA skills development legislation.

Qualifications

• 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

Responsibilities

• Design 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 workforce development
• Own structured training frameworks and learning pathways across frontline agents, team leaders, supervisors, and customer service management levels
• Take accountability for SDF requirements and regulatory compliance within customer service training operations
• Build structured leadership development journeys across the customer service hierarchy from agent to senior management
• Design role-based learning curricula and training pathways linking skills, behaviours, and career progression
• 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 performance gaps into targeted learning interventions and structured training improvement plans
• Partner with Quality and Operations to embed training on call handling, service delivery, and behavioural frameworks
• Lead LMS ecosystem design and governance for scalable training delivery
• Deploy blended learning, digital-first training, and micro learning models
• Introduce AI-enabled and data-informed learning pathways for personalised training
• Translate complex concepts into engaging learning content and materials
• Link learning programs to CSAT, NPS, FCR, AHT, Reopen Rates, quality scores, and attrition outcomes
• Define training effectiveness metrics and ROI reporting
• Position training as a lever driving operational excellence and customer satisfaction
• Translate training initiatives to align with customer experience and commercial objectives
• Drive learning culture transformation and program adoption
• Build high-performing customer service training teams
• Demonstrate learning ROI and impact with data
• Manage stakeholder relationships across operations, quality and senior management

Skills

Leadership

Data analysis

Stakeholder management

Commercial acumen

Change management

Learning ROI

Mentoring & coaching

Strategic thinking

Communication & presentation

Execution orientation

Education

Bachelor's degree in HR/Education/Learning & Development

Post-graduate qualification in L&D/Training Management/Contact Centre Ops

SDF certification with customer service/training experience

Contact Centre Manager qualification or Training & Development cert

Professional certification in L&D (CIPD/ATD)

10+ years in L&D or Training Management (CX/CC)

5+ years in senior training leadership (scaled CC)

Tools

LMS platforms

Job description

takealot.com is seeking a Training and Development Manager in Cape Town to lead the design and delivery of customer service learning programs across contact centre operations. You will drive strategy, governance, and measurable outcomes while partnering with Operations, Quality, and senior management to deliver performance improvements.

The role requires strong leadership, stakeholder management, and expertise in learning analytics, LMS platforms, and SA skills development legislation.