Call Center Lead with AI-Tech support (AI implementation)

Job Summary:

We are seeking a highly organized and tech-savvy Call Center Supervisor to oversee the daily operations of AI-driven customer service agents. In this role, you will manage and optimize a hybrid contact center environment where AI agents handle first-tier customer interactions, escalating to human agents when necessary. You will play a critical role in monitoring AI performance, maintaining service quality, and ensuring a seamless customer experience across all support channels.

Key Responsibilities:

Supervise and Monitor AI Agents:
Oversee the performance and accuracy of AI-powered customer service agents across voice, chat, and email channels.
Quality Assurance:
Audit AI conversations to ensure compliance with company policies, brand voice, and regulatory requirements. Collaborate with AI trainers and data teams to fine-tune responses.
Issue Escalation & Resolution:
Monitor AI escalations to human agents and ensure proper handoff and resolution. Identify and address patterns in escalations to improve AI handling capabilities.
Team Collaboration:
Work closely with human support staff, AI trainers, developers, and data analysts to improve the overall efficiency and accuracy of AI agents.
Performance Analytics:
Use dashboards and analytics tools to track AI KPIs such as first-contact resolution, containment rate, CSAT, and escalation rate. Provide regular reports to leadership.
Process Improvement:
Identify operational bottlenecks and propose workflow or training enhancements for both AI and human agents.
Training & Feedback:
Provide regular feedback to AI development teams based on customer interactions. Ensure updates to AI models are tested and implemented effectively.

Qualifications:

Experience:
3+ years in a call center supervisory or operations role.
Experience working with or managing AI-powered support tools is highly preferred.
Skills:
Strong understanding of customer service metrics and tools (e.g., Zendesk, Salesforce, LivePerson, Intercom).
Familiarity with conversational AI platforms (e.g., GPT, Dialogflow, IBM Watson) is a plus.
Excellent problem-solving and decision-making skills.
Ability to interpret and communicate data insights clearly.
Technical Acumen:
Comfort with emerging technologies and AI tools.
Basic understanding of machine learning concepts and how AI models are trained/improved is a plus.
Education:
Bachelor’s degree in Business, Communications, Information Technology, or related field. Equivalent experience may be considered.

Work Location: In person