AI-Driven Customer Service Supervisor

Remote Jobs; Memphis (TN); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Talentify is seeking a Customer Service Supervisor to oversee daily operations of the call center, drive service quality, coach staff, and ensure achievement of performance goals. The role emphasizes AI-enhanced tools, scheduling accuracy, and a customer-first mindset.

You will partner with management to develop training, monitor metrics, and implement process improvements, while fostering a positive, compliant, and efficient service environment for our Memphis team.

Qualifications

• Minimum 2 years of supervisory or team leadership experience in a call center environment.

Responsibilities

• Supervise, coach, and motivate team members to achieve performance standards in service quality, efficiency, and customer satisfaction.
• Develop leadership within the team by mentoring team leaders and modeling adaptive, tech-enabled service behaviors.
• Inspire adoption of AI-enhanced tools by frontline agents to streamline processes and personalize customer experiences.
• Support employee engagement through recognition, coaching, and development tied to both people’s performance and digital capability.
• Partner with Workforce Management to align staffing and scheduling with call volume and AI-assisted routing insights.
• Conduct regular performance reviews, identify skills gaps, and promote a culture of continuous improvement.
• Oversee the daily operations of the Customer Service Call Center team, ensuring consistency in delivery and responsiveness.
• Champion the integration of AI technologies (e.g., bots, real-time agent assist, smart call routing) to improve both the customer and agent experience.
• Monitor and analyze call center performance metrics-blending traditional KPIs with AI-enhanced insights-to drive efficiency and service consistency.
• Lead initiatives that reduce customer friction through smarter automation, while preserving opportunities for empathetic, high-value human interactions.
• Collaborate with internal partners (e.g., Tech, Claims, Sales) to implement and iterate on AI use cases in the customer journey.
• Plan for change, facilitate adoption of new tools, and contribute to pilot programs designed to modernize service delivery.

Skills

Leadership

Team coaching

Call center operations

AI-enabled tools

Performance analytics

Customer service mindset

Communication

Scheduling

Education

High school diploma or GED

Property & Casualty license

Tools

CRM systems

AI-assisted systems

Scheduling software

Microsoft Office

Job description

Talentify is seeking a Customer Service Supervisor to oversee daily operations of the call center, drive service quality, coach staff, and ensure achievement of performance goals. The role emphasizes AI-enhanced tools, scheduling accuracy, and a customer-first mindset.

You will partner with management to develop training, monitor metrics, and implement process improvements, while fostering a positive, compliant, and efficient service environment for our Memphis team.