Call Center Operations And Ai Innovation Manager

Summary

Join Belle, a rapidly growing engagement company revolutionizing home healthcare, as a dynamic leader to manage and optimize call center operations. This remote role involves overseeing daily call center performance and spearheading AI-driven innovations to enhance efficiency and customer experience. You will lead and develop a high-performing team, implement AI solutions, and analyze data to improve decision-making. The ideal candidate is a proven leader with a strong operational background and hands-on experience in AI-driven process improvement. Belle offers a flexible, remote work arrangement and a comprehensive benefits package.

Requirements

• Proven leader in call center management with a strong operational background
• Tech-forward thinker with hands-on experience in AI-driven process improvement
• Data-driven decision-maker, able to turn insights into action
• Agile and strategic, balancing immediate operational needs with long-term innovation
• Excellent communicator who can lead teams, manage change, and drive results

Responsibilities

• Lead, coach, and develop a high-performing team of call center agents, fostering a culture of excellence
• Ensure best-in-class customer interactions by setting and monitoring KPIs, quality standards, and compliance metrics
• Manage operations at scale, including call volume, workforce scheduling, resource allocation, and SLAs
• Drive continuous process improvements to enhance agent productivity and customer satisfaction
• Oversee escalations, ensuring rapid and effective resolution of customer concerns
• Implement and optimize AI-driven solutions (chatbots, predictive analytics, speech recognition, etc.) to enhance efficiency
• Leverage AI to automate workflows, reduce manual tasks, and improve response times
• Analyze call center data using AI and machine learning to improve decision-making and agent support
• Test and scale new engagement strategies, using AI to enhance customer personalization and proactive outreach
• Collaborate with tech teams to integrate AI tools seamlessly into daily operations

Benefits

• Flexible, remote work arrangement
• Competitive compensation
• Health, dental and vision benefits
• 401k
• A great support structure: we are here for you
• All the resources and tools that you need to succeed
• Ability to reshape an industry and protect lives