Customer Service Analyst III

Elixir 360; United States; Hybrid; USD 60,000 - 85,000; Full time

Job summary

Elixir 360 seeks a Voice Coach for Customer Service Operations in Pune, full-time. The role focuses on developing associates by enhancing communication, engagement, and call handling effectiveness.

Responsibilities include coaching sessions, performance reviews, and delivering workshops, with a data-driven approach to improve quality and customer satisfaction.

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 environment preferred.
• Ability to analyze performance trends and drive measurable improvements.

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.

Skills

Customer Service

Job description

Job Summary

Voice Coach - Customer Service Operations. Location: Pune. Type: Full-Time. 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.

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 environment 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