AI Call Center Implementation Lead

We are seeking a highly organized and tech-savvy Call Center Lead to oversee the daily operations of AI-driven customer service agents. Review vendor invoices and review scripts for call center agents.

About the Role

In this role, you will organize and optimize a call 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.

Responsibilities

• Will 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.

Qualifications

Required Skills

Preferred Skills