Lead the strategic design and delivery of customer service learning and training programs across the contact centre operations, with a focus on performance-driven learning solutions, structured training interventions, and measurable skill development. The role is responsible for driving end-to-end learning success, including training strategy development, learning program design, training delivery governance, performance measurement, and commercial impact assessment, while maintaining strong stakeholder relationships across Operations, Quality, and senior management teams.

Key Responsibilities

Customer Service Learning & Training Strategy

• Design and execute an end-to-end customer service learning and training strategy aligned to operational, customer experience, and commercial priorities.
• Integrate learning programs into contact centre performance management, succession planning, and customer service workforce development.
• Own...