AI Call Center Implementation Lead
Imperial Health Plan of California, Inc.Pasadena, California, United StatesHace 4 días
Tipo de contrato
- A tiempo completo
Descripción del trabajo3+ years in a call center supervisory or operations role. Experience working with or managing AI-powered support tools is highly preferred. 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. Experience working with or managing AI-powered support tools is highly preferred.
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
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Implementation Lead • Pasadena, California, United States
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