Customer Service Analyst III
Core
Conduct individual and group coaching sessions to enhance communication, customer engagement, and call handling effectiveness for customer service associates.
Role type
Voice Coach (Customer Service Operations)
Builds
Customer service associate performance and communication skills
Domain
Insurance / Contact Center Operations
Deliverable
client delivery
Required skills
Coaching, Training, Performance Analysis, Workshop Delivery, Call Quality Monitoring
Preferred skills
Experience coaching large frontline teams in a contact center/BPO environment, Data-driven approach
Responsibilities
Conduct individual and group coaching sessions, Review customer interactions to identify improvement opportunities, Coach associates on voice quality and empathy, Partner with Operations and Quality teams to address performance gaps, Deliver workshops and onboarding support, Track coaching effectiveness and provide insights to leadership