Training and Development Manager

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, a leading South African online retailer, is looking for a highly talented Training and Development Manager to join our team in Cape Town. We are a young, dynamic, hyper growth company looking for smart, creative, hard-working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great.

This position reports into the Head of Customer & Business Support Operations.

Purpose

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.

Your Responsibilities Will Include

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

Attributes Required

• 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
• 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

Qualifications And Experience

• 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
• 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

The Environment

• takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa.
• We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.
• We are short on ego and high on output.
• We are doers and not only thinkers, its all in the execution after all.
• We love what we do and what we are creating.

We Seek To Employ An Extra Ordinary Mind Who

• is respectful but forthright
• is an expert at doing, who can not only design but also execute
• is analytical, able to use data to make decisions
• is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours
• is passionate about the potential of e-commerce and delivering a world-class customer experience
• is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster
• is business SMART. Able to think about problems from a business perspective using technical and product input;
• is curious and challenge the status quo
• is innovative and enjoys iteration
• is collaborative
• will be at the cutting edge of developing new concepts for takealot.com
• thinks like an owner of the business
• is SMART, has INTEGRITY and is HARD WORKING

If you meet the above you are an Extraordinary Mind so come and join us!

Takealot is an Equal Opportunity Employer. We encourage applicants from the previously disadvantaged groups and people with disabilities, to apply.