AVP, Customer Support and Training

AVP, Customer Support and People Experience responsible for ensuring Complaints KPI is met, strengthening frontline knowledge management, and designing/delivering targeted training while improving iNPS. Works with Team Managers and SMEs to embed high-quality customer responses, analyse trends, coordinate corrective actions, and drive a continuous learning culture. Develops and maintains the contact-centre Knowledge Management System and knowledge base, identifies training needs, designs and delivers programmes, and generates regular reports on complaint trends, training effectiveness, and iNPS drivers. Drives People Experience initiatives by coordinating team engagement and partnering with stakeholders to strengthen culture and collaboration. Requires a Bachelor’s degree and contact-centre experience in customer service/training/knowledge management; strong customer service and complaint handling knowledge; proven ability to design, develop, and deliver training programmes; excellent organisation and time-management skills.