Role: Associate Director – Customer Experience (CX) Training

Location: Bangalore EC 1st Phase / Hyderabad Purva Summit

Reporting To: Director – Training

Relevant Experience: 12–15 Years

Experience Requirement: International Voice Contact Centers

Coverage: North America Operations (EST, CST & MST)

Work Mode: WFO

Note: This is not an L&D;, OD, or V&A; role. This is a 100% Business Training role. 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 solid 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.Note: This is not an L&D;, OD, or V&A; role. This is a 100% Business Training role.

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

📌 Associate Director Training (Bengaluru)
🏢 Sagility
📍 Bengaluru