Training and Development Manager

About the role

Lead the strategic design and delivery of customer service learning and training programs across contact centre operations, focusing on performance‑driven solutions, structured interventions and measurable skill development.

Key responsibilities

• Design and execute an end‑to‑end customer service learning strategy aligned with operational, experience and commercial priorities.
• Integrate learning programs into performance management, succession planning and workforce development.
• Own structured training frameworks and pathways for agents, team leaders, supervisors and managers.
• Ensure Skills Development Facilitator (SDF) compliance and regulatory requirements.
• Build leadership development journeys and role‑based curricula from agent to senior management.
• Create succession‑readiness programs, mentoring, coaching and experiential learning initiatives.
• Design operational training covering customer experience, call handling, service delivery and behavioural frameworks.
• Lead the contact centre LMS ecosystem, deploying blended, digital‑first and micro‑learning models.
• Introduce AI‑enabled, data‑informed learning pathways for personalised development.
• Link training outcomes to CSAT, NPS, FCR, AHT, quality scores and attrition, and report ROI.

Required profile

• Proven experience leading strategic design and delivery of customer service learning programs.
• Strong stakeholder management with Operations, Quality and senior leadership.
• Expertise in building structured training frameworks and career development pathways.
• Knowledge of regulatory compliance for Skills Development Facilitator requirements.
• Experience creating leadership development and succession‑readiness initiatives.
• Ability to translate performance gaps into targeted learning interventions.
• Familiarity with LMS governance and digital learning innovation.
• Analytical mindset to connect training impact with key performance metrics.

Required skills

• Learning Management System (LMS) design and governance
• AI‑enabled learning platforms
• Data analytics for learning impact measurement