Women lead workforce shift as TELUS Digital embraces AI future

Insider Spotlight

• Women make up majority of workforce and leadership pipeline
• Learning engagement among female employees continues to rise
• Leadership programs aim to sustain gender parity in management
• Skills push aligns with AI-driven transformation in BPO sector
  
  
  

Women are playing a central role in reshaping workforce readiness in the country’s business process outsourcing industry, as companies invest in skills development and leadership pipelines to keep pace with rapid digital transformation.

At TELUS Digital Philippines, women account for 54 percent of employees and hold half of managerial to executive roles, underscoring a sustained push toward gender-balanced leadership.

Why it matters

As automation and artificial intelligence (AI) redefine customer experience work, companies are prioritizing continuous learning to remain competitive while ensuring talent pipelines remain inclusive.

"Technology is transforming the way our industry operates, but people remain at the center of that transformation, whether it’s through intuitive apps, empathetic customer support, or personalized marketing strategies," Anne Muñoz, country vice president of TELUS Digital Philippines, said in a press statement.

By the numbers

Women are increasingly leading skills development participation. They made up 58 percent of learners in 2025, rising to 59 percent as of early 2026.

Internal data also showed a 243 percent repeat enrollment rate among female employees, signaling strong engagement in upskilling programs.

What’s driving this

Training initiatives are focused on three core areas: communication and customer experience, leadership and people management, and digital capabilities such as AI and data analytics.

"By fostering skills in communication, leadership, and digital capabilities, we ensure our teams are equipped to thrive in a highly connected, ever-evolving digital world,” Muñoz said.

The leadership angle

The company maintains gender parity across leadership tiers, supported by targeted programs aimed at strengthening executive presence among women.

One initiative, developed with the University of Asia and the Pacific, focuses on preparing women for senior leadership roles through mentorship and executive training.

"By investing in our women team members through mentorship and real opportunities to lead, we build a stronger pipeline of leaders and bring broader perspectives into decisions, helping the business perform and grow," Muñoz added.

The bottom line

For BPO firms, advancing women in both skills development and leadership is emerging as a strategic lever to future-proof talent and sustain growth in an increasingly digital economy. —Vanessa Hidalgo | Ed: Corrie S. Narisma