We are looking for an experienced Voice Coach to support the development of customer service associates by enhancing communication, customer engagement, and call handling effectiveness.
Location: Pune
Type: Full-Time
Key Responsibilities
- Conduct individual and group coaching sessions.
- Review customer interactions and identify communication improvement opportunities.
- Coach associates on voice quality, empathy, active listening, confidence, and call control.
- Partner with Operations and Quality teams to address communication-related performance gaps.
- Deliver workshops, refresher training, and onboarding support.
- Track coaching effectiveness and provide insights to leadership.
Qualifications
- 3+ years of experience in Voice Coaching, Training, Quality, or Customer Service Operations.
- Strong communication and facilitation skills.
- Experience coaching large frontline teams in a contact center/BPO workplace preferred.
- Ability to analyze performance trends and drive measurable improvements.
Success Measures
- Improved quality and customer satisfaction scores.
- Reduction in communication-related defects.
- Increased associate confidence and engagement.
- Sustained improvement in customer interactions.
Ideal Candidate Passionate about developing people, customer-focused, data-driven, and experienced in driving behavioral change through coaching.
Primary Skills
- Customer Service
Recruiter Info
- Annapurna Jha
📌 Customer Service Analyst III (Pune)
🏢 Allstate India Private
📍 Pune
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