Contact Center Lead & Performance Coach (AI-Driven)

Bassett Services; Indianapolis (IN); On-site; USD 65,000 - 85,000; Full time

Job summary

Bassett Services in Indianapolis seeks a results-driven Contact Center Lead to oversee daily customer service operations and guide a team toward service level and quality targets.

You will coach agents, develop SOPs, monitor performance with dashboards, and collaborate with leadership to implement AI-enabled tools that enhance efficiency and customer satisfaction. Strong communication and analytics are essential.

Qualifications

• 3+ years in contact center, customer service, or call center.
• 1+ year of leadership or team lead experience.
• Experience coaching and developing customer service teams.
• Experience creating and maintaining SOPs, processes and training documentation.
• Experience managing employee performance and accountability.
• Strong understanding of contact center metrics and KPI management.
• Experience managing outbound agents.

Responsibilities

• Lead and coach the Contact Center team to achieve KPIs.
• Maintain CSR schedules and staffing coverage.
• Develop and maintain SOPs, workflows, and training materials.
• Prepare and present performance reports and insights.
• Leverage AI-powered tools to improve service efficiency and customer experience.

Skills

Leadership

Coaching

SOP development

Data analysis

KPI management

Scheduling

Performance management

Communication

Tools

Excel

Power BI

Automation tools

Job description

Bassett Services in Indianapolis seeks a results-driven Contact Center Lead to oversee daily customer service operations and guide a team toward service level and quality targets.

You will coach agents, develop SOPs, monitor performance with dashboards, and collaborate with leadership to implement AI-enabled tools that enhance efficiency and customer satisfaction. Strong communication and analytics are essential.