Customer Service Analyst III

About the role

The Customer Service Analyst III answers incoming calls as the initial contact point for customers. The role provides the first level of support/information and escalates calls to other departments when more specific assistance is required. 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.

What you'll do

• Conduct individual and group coaching sessions
• Review customer interactions and identify communication improvement opportunities
• 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

What you need

• 3–6 yrs of experience
• Customer service
• Communication
• Any graduate