Associate Director – Customer Experience (CX) Training Role: Associate Director – Customer Experience (CX) Training Location: Bangalore – EC, 1st Phase / Hyderabad – Purva Summit Reporting To: Director – Training Relevant Experience: 12–15 years Industry Experience: Strong experience in International Voice Contact Center / BPO operations Business Coverage: North America Operations – EST, CST & MST time zones Work Mode: Work from Office (WFO) Role Focus: 100% Business Training with direct alignment to Contact Center Operations and Customer Experience Important: This is not an L&D;, Organizational Development (OD), or V&A; role . The position is focused exclusively on Business Training, operational capability building, performance improvement, and CX excellence within an international voice contact center environment. 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 robust 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