Call Center Team Lead, AI Operations & Escalations

Location: Indianapolis, IN
Company: Bassett Services
Department: Customer Experience / Operations
Reports To: Customer Experience Manager

Position Summary

Bassett Services is seeking a forward-thinking Call Center Team Lead, AI Operations & Escalations to lead customer service operations while overseeing the performance and effectiveness of AI-enabled customer engagement tools. This role serves as the bridge between frontline Customer Service Representatives (CSRs), AI-powered customer communication platforms, dispatch operations, and leadership.

The ideal candidate is passionate about customer experience, operational excellence, and leveraging technology to improve service delivery. This leader will monitor AI-assisted interactions, manage escalated customer concerns, identify automation opportunities, and ensure seamless collaboration between human agents and digital tools.

Key Responsibilities

AI Operations Leadership

• Serve as the primary operational lead for AI-powered customer engagement platforms, including chatbots, virtual assistants, call summarization tools, and automated scheduling workflows.
• Monitor AI performance, customer outcomes, and adoption across the customer service team.
• Review AI-generated conversations for accuracy, compliance, customer experience, and booking effectiveness.
• Identify automation gaps and recommend workflow improvements to maximize efficiency and customer satisfaction.
• Partner with leadership and vendors to implement enhancements, updates, and new AI capabilities.
• Maintain prompt libraries, escalation rules, knowledge-base content, and operational standards for AI systems.
• Analyze AI effectiveness metrics and drive continuous optimization initiatives.

Escalations Management

• Act as the primary point of contact for customer escalations that cannot be resolved by frontline representatives or automated systems.
• Investigate complex customer issues and provide timely, professional resolutions.
• Identify recurring customer concerns and implement corrective actions.
• Develop escalation protocols and ensure consistent execution across all communication channels.
• Serve as a liaison between Customer Service, Dispatch, Sales, Field Operations, and Leadership during critical customer situations.

Team Leadership & Development

• Lead, coach, and develop a team of Customer Service Representatives.
• Conduct regular coaching sessions based on call reviews, AI interaction reviews, and performance data.
• Assist in hiring, onboarding, and training of new team members.
• Foster a culture of innovation, accountability, and customer-first service.
• Ensure team adherence to quality standards and service expectations.

Performance & Analytics

• Monitor key service metrics and operational dashboards.
• Analyze trends in customer contacts, escalation volume, AI containment rates, and appointment conversion.
• Prepare weekly and monthly reports outlining operational performance and improvement opportunities.
• Develop action plans to address service gaps and improve team efficiency.

Customer Experience Excellence

• Ensure customers receive exceptional service across voice, text, chat, and digital channels.
• Support appointment scheduling, membership retention, and service conversion goals.
• Champion a proactive and solutions-oriented customer experience strategy.

Qualifications

Required

• High school diploma or equivalent.
• 3+ years of customer service or call center experience.
• 2+ years of leadership, supervisory, or team lead experience.
• Experience managing escalated customer situations.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency with CRM, call center, and customer engagement platforms.
• Strong knowledge of Microsoft Office and reporting tools.

Preferred

• Experience with conversational AI, chatbot platforms, contact center automation, or customer experience technologies.
• Home services industry experience (HVAC, plumbing, electrical, or field services).
• Experience with workforce management and operational analytics.
• Project management experience.
• Bachelor's degree in Business, Operations, Technology, or related field.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Escalation Resolution Time
• Appointment Booking Rate
• AI Containment Rate
• AI Accuracy & Quality Score
• Call Quality Scores
• Service Level Performance
• Employee Engagement & Retention
• Operational Efficiency Improvements

Knowledge, Skills & Competencies

• Customer Experience Leadership
• AI Operations Management
• Contact Center Best Practices
• Process Improvement & Change Management
• Root Cause Analysis
• Escalation Resolution
• Data Analysis & Reporting
• Coaching & Team Development
• Cross-Functional Collaboration
• Strategic Thinking

What Success Looks Like

Within the first 12 months, this leader will:

• Improve customer response times across all channels.
• Increase AI adoption and automation effectiveness.
• Reduce repeat contacts and unnecessary escalations.
• Improve booking conversion rates and customer satisfaction.
• Establish measurable operational standards for AI-assisted customer interactions.
• Create a scalable framework for future AI-driven customer experience initiatives.