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AI Call Center Implementation Lead

AI Call Center Implementation Lead

Imperial Health Plan of California, Inc.Pasadena, California, United States
3 days ago
Job type
  • Full-time
Job description

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

  • 3+ years in a call center supervisory or operations role.
  • Experience working with or managing AI-powered support tools is highly preferred.

    • Required 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.

    • Preferred Skills

  • Experience working with or managing AI-powered support tools is highly preferred.
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    Implementation Lead • Pasadena, California, United States