Training and Development Manager

About the role

The Training and Development Manager will lead the strategic design and delivery of customer service learning and training programmes across contact‑centre operations. The role focuses on performance‑driven learning solutions, structured training interventions and measurable skill development, while maintaining strong stakeholder relationships with Operations, Quality and senior management.

Key responsibilities

• Design and execute an end‑to‑end customer service learning and training strategy aligned with operational, customer experience and commercial priorities.
• Integrate learning programmes into performance management, succession planning and workforce development for frontline agents to senior managers.
• Own structured training frameworks, learning pathways and ensure regulatory compliance for Skills Development Facilitator (SDF) requirements.
• Build leadership development journeys and role‑based curricula that connect skills, behaviours and career progression.
• Translate performance gaps into targeted learning interventions and partner with Quality and Operations to embed training on call handling and service delivery.
• Lead the contact‑centre LMS ecosystem, deploying blended, digital‑first and micro‑learning models, and introduce AI‑enabled, data‑informed learning pathways.
• Link training outcomes to CSAT, NPS, FCR, AHT, reopen rates, quality scores and agent attrition, and report ROI to executives.

Required profile

Required skills