Call Center Lead with AI-Tech support (AI implementation) at Imperial Management Administrators Services Inc – Pasadena, California

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.