Call Center Team Lead: AI Operations and Escalations

Bassett Services, LLC; Indianapolis (IN); On-site; USD 60,000 - 85,000; Full time

Job summary

Bassett Services, LLC is seeking a Call Center Team Lead for AI Operations & Escalations in Indianapolis. You will bridge frontline CSRs with AI-powered tools, oversee AI performance, and manage escalations across channels.

The role emphasizes customer experience, operational excellence, and leveraging technology to improve service delivery. You will lead a team, coach staff, and drive data-driven improvements to outcomes.

Qualifications

• 3+ years in customer service or call center.
• 2+ years in leadership, supervisory, or team lead roles.
• Experience managing escalated customer situations.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency with CRM and customer engagement platforms.
• Strong knowledge of Microsoft Office and reporting tools.
• Bachelor’s degree in Business, Operations, Technology, or related field.

Responsibilities

• Lead AI Operations across chatbots, virtual assistants, and scheduling workflows.
• Monitor AI performance, customer outcomes, and adoption across the team.
• Review AI-generated conversations for accuracy, compliance, and booking effectiveness.
• Identify automation gaps and recommend workflow improvements to maximize efficiency and satisfaction.
• Partner with leadership and vendors to implement enhancements and new AI capabilities.
• Maintain prompt libraries, escalation rules, and knowledge-base content for AI systems.
• Analyze AI effectiveness metrics and drive continuous optimization initiatives.
• Act as primary escalation contact when frontline support cannot resolve issues.
• Investigate complex customer issues and provide timely resolutions.
• Develop escalation protocols and ensure consistency across channels.
• Lead, coach, and develop Customer Service Representatives.

Skills

Leadership

Customer service

Analytical skills

Communication skills

Coaching

Team development

Data analysis

Education

High school diploma

Bachelor’s degree

Tools

CRM systems

Call center platforms

Microsoft Office

Reporting tools

Job description

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.