Contact Center Lead - AI-Driven CX & UX
BTI
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Job summary
BTI is seeking a Contact Center Lead to oversee the center's operations, performance, staffing, and service delivery. The role emphasizes AI-based automation, UX design, and cross-functional coordination with IT and third-party developers.
The ideal candidate has 8+ years in contact centers, PMP or equivalent, and a proven track record leading teams of 6+ agents. US citizenship is required.
Qualifications
- Bachelor's degree in a field related to the contract requirements.
- PMP Certification or equivalent.
- 8+ years of contact center experience with leadership roles.
- Experience with AI-based contact center tools in live environments.
- US Citizen.
Responsibilities
- Manage overall operations of the contact center.
- Serve as SME and primary authority for performance, staffing, and service delivery.
- Perform capacity planning, staff scheduling, and workload projections.
- Mitigate operational challenges using AI-based automation and virtual agents.
- Coordinate activities with third-party developers and resolve questions with providers.
- Oversee UX artifacts and ensure effective labeling and UI design of web tools.
- Identify UX problems from testing and feedback and track resolution.
- Lead qualitative and quantitative research to inform UX recommendations.
- Oversee deployment, training, and continuous improvement of AI-based tools.
Skills
Education
Tools
Job description
BTI is seeking a Contact Center Lead to oversee the center's operations, performance, staffing, and service delivery. The role emphasizes AI-based automation, UX design, and cross-functional coordination with IT and third-party developers.
The ideal candidate has 8+ years in contact centers, PMP or equivalent, and a proven track record leading teams of 6+ agents. US citizenship is required.
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