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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
Key Metrics Ownership
Customer Experience Metrics
Operational Metrics
Training Metrics
Quality & People Metrics
Financial Metrics
Required Experience
Preferred Skills & Competencies
