Overview
Call Center Team Lead, AI Operations & Escalations
Location: Indianapolis, INCompany: Bassett ServicesDepartment: Customer Experience / OperationsReports 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.
