Associate Director Training

• Role: Associate Director – Customer Experience (CX) Training
• Location: Bangalore EC 1st Phase
• Reporting To: AVP – Training
• Relevant Experience: 12–15 Years (Industry: Telecom Preferred)
• Experience Requirement: International Voice Contact Centers
• Coverage: North America Operations (EST, CST & MST)
• Work Mode: WFO

Role Summary

We are seeking an experienced and strategic Associate Director – CX Training to lead learning strategy, capability development, and training operations across large-scale international voice customer service environments. This role will be responsible for driving workforce readiness, customer experience outcomes, operational performance, and learning transformation initiatives supporting North American telecom customers.

The ideal candidate will bring strong expertise in contact center training, instructional design, stakeholder and client management, workforce planning, budgeting, training governance, and performance improvement. This individual will partner closely with Operations, Quality, WFM, HR, and Client Leadership teams to deliver measurable business impact through learning interventions. A high-impact Training Leader with a strong background in international voice contact centers, capable of driving learning transformation, enhancing customer experience metrics, influencing senior stakeholders and clients, and building scalable capability development programs that support business growth across EST, CST, and MST operations.

Key Responsibilities

• Lead end-to-end CX Training and Learning Operations for international voice customer service programs.
• Develop and execute learning strategies for New Hire Training, Nesting, Product Training, Refresher Programs, Upskilling, Cross-skilling, Leadership Development, and Performance Improvement initiatives.

• Drive capability-building programs that improve customer experience, operational efficiency, and employee performance.
• Partner with Operations, Quality, WFM, HR, and Business Leaders to identify performance gaps and implement targeted learning solutions.
• Own training governance, learning effectiveness frameworks, and performance measurement mechanisms.
• Lead instructional design, curriculum development, digital learning, and training transformation initiatives.
• Manage training capacity planning, workforce planning, budgeting, resource allocation, and annual learning roadmaps.
• Support business transitions, product launches, process enhancements, and change management initiatives.
• Establish strong stakeholder relationships across business functions and serve as a trusted advisor to senior leadership.
• Manage client relationships, lead governance reviews, and provide strategic recommendations to improve customer and operational outcomes.
• Drive continuous improvement initiatives through data-driven insights and learning analytics.

Key Metrics Ownership

Customer Experience Metrics

• CSAT (Customer Satisfaction)
• NPS (Net Promoter Score)
• VOC (Voice of Customer)
• Customer Retention
• Escalation Reduction

Operational Metrics

• AHT (Average Handle Time)
• FCR (First Call Resolution)
• SLA & Service Level Performance
• ASA (Average Speed of Answer)
• ACW (After Call Work)
• Occupancy
• Schedule Adherence
• Utilization
• Repeat Contact Rate

Training Metrics

• Training Throughput
• Graduation Rate
• Time to Proficiency
• Speed to Competency
• Knowledge Assessment Scores
• Certification Pass Rate
• Nesting Performance
• Learning Effectiveness
• Training ROI

Quality & People Metrics

• QA Scores
• Compliance Scores
• Attrition
• Employee Engagement
• Internal Mobility
• Leadership Readiness
• Succession Planning

Financial Metrics

• Training Budget Management
• Cost per Learner
• Resource Utilization
• Productivity Improvement
• Training ROI & Cost Optimization

Required Experience

• 12–15 years of experience in Learning & Development, Training Operations, CX Training, or Capability Development.
• Mandatory experience in International Voice Contact Centers supporting North American customers.
• Telecom industry experience preferred.
• Proven experience leading large-scale training functions and geographically distributed teams.
• Strong experience in Stakeholder Management, Client Management, Budgeting, Workforce Planning, Learning Design, Delivery Excellence, and Change Management.
• Experience supporting operations across EST, CST, and MST time zones.

Preferred Skills & Competencies

• CX Training & Capability Development
• Contact Centre Operations Knowledge
• Telecom Customer Service Environment
• Learning Strategy & Instructional Design
• Adult Learning Methodologies
• Performance Consulting
• Quality & Continuous Improvement
• Client & Stakeholder Management
• Workforce & Capacity Planning
• Budgeting & Financial Management
• Learning Analytics & Reporting
• Leadership Development
• Digital Learning Solutions
• Change & Transformation Management