Senior Leader, Customer Experience Training

About the Role

To lead the overall strategy and execution of the Customer Experience Training, driving workforce capability transformation to support the company’s vision of becoming an AI-driven, customer-centric organization. This role is responsible for developing and implementing long-term learning strategies, reskilling and upskilling programs, and digital capability initiatives to ensure Call Center employees possess strong product knowledge, service excellence, and AI readiness. The position plays a key role in fostering a high-performance and learning culture that enables the Call Center to continuously evolve with business and technological advancements.

Responsibilities

• Define and drive the Call Center strategy: set a clear vision and long-term roadmap to transform Call Center capabilities into an AI-driven and customer-centric organization that supports the business strategy and future service model.
• Lead workforce capability transformation through structured reskill and upskill programs: design learning journeys to strengthen core service skills, communication excellence, and in-depth product knowledge while building AI literacy and digital readiness.
• Develop and implement AI-based learning ecosystems: introduce AI-powered training platforms, simulation tools, and data analytics dashboards to personalize learning, track skill progress, and enhance training impact and productivity.
• Collaborate with cross-functional teams (Operations, IT, Data, Product, HR) to co-create integrated learning solutions linking product updates, AI tools, and service process knowledge into continuous development programs for Call Center staff.
• Drive employee engagement and performance culture by designing recognition, reward, and communication programs that motivate adoption of new technologies and continuous service improvement.
• Champion culture transformation by embedding a digital mindset, growth mindset, and customer obsession across the Academy’s initiatives.

Qualifications

• Bachelor Degree or above in Education, Human Resources, Business Administration, or a related field.
• At least 8 years’ experience in Training or Human Resource Management/Development.
• Familiarity with Call Center KPIs, customer service best practices, and workforce development strategies.
• COPC Certificate (would be a plus).
• Experience in call center and telecom business.
• Proficiency in Learning Management Systems and e-learning tools (e.g., Articulate, Captivate, or similar platforms).
• Strong analytical skills.
• Excellent communication, presentation, and facilitation skills; positive thinking and leadership; good interpersonal skills.
• Good command of English, both written and spoken.
• Ability to work under pressure.