Posted: 13 hours ago
Posted: 13 hours ago
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Job Description
Job Summary
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 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
Recruiter Info
- Annapurna Jha
Skills
Customer SatisfactionMeanRecruitmentAdministrationPolicy AdministrationSolution DesignGlobalCenterOperationsService OperationsCustomer SatisfactionCustomer Service OperationsFacilitationCustomer ServiceBpoIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
About Company
Allstate India is the technology and innovation center for Allstate Corporation. It provides software development, data analytics, and business process outsourcing services to Allstate's businesses in the United States.
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