Job purpose
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.
Key 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 fully supports the business strategy and future service model.
- Lead workforce capability transformation through structured Reskill and Upskill programs: design learning journeys that strengthen core service skills, communication excellence, and in-depth Product knowledge, while building AI literacy and digital readiness to prepare employees for AI-enhanced Call Center operations.
- 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): co-create integrated learning solutions that link Product updates, AI tools, and service process knowledge into continuous development programs for Call Center staff.
- Drive employee engagement and performance culture : design recognition, reward, and communication programs that motivate employees to adopt new technologies, embrace AI, and continuously improve service quality.
- Champion culture transformation: embed a digital mindset, growth mindset, and customer obsession throughout the Academy's initiatives to build a learning organization ready for AI and future business models.
Qualification
- Bachelor Degree or above in Education, Human Resources, Business Administration, or a related field any 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 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 skills, interpersonal skill
- Good command of English both written and spoken
- Ability to work under pressure
