Customer Service Delivery Leader

CAI is a global services firm with over 9,000 associates worldwide, specializing in uniting talent and technology. They are seeking a motivated Customer Service Delivery Leader to manage the day-to-day operations of their call center, ensuring high-quality service delivery while leading and developing the customer service team.

Responsibilities:

• Directly supervise a team of Customer Service Representatives, including Senior CSRs, providing ongoing coaching, performance feedback, and professional development support
• Conduct regular one-on-ones, team huddles, and performance reviews to maintain alignment, engagement, and individual accountability
• Manage staffing schedules, shift coverage, and real-time workforce adjustments to maintain service level targets
• Identify top performers and development opportunities; support succession planning and internal growth paths
• Address performance issues promptly and professionally in partnership with HR, following established progressive discipline processes
• Monitor daily call center operations across all channels (phone, chat, email) to ensure adherence to handling protocols, quality standards, and SLA commitments
• Serve as the primary escalation point for complex, sensitive, or unresolved caller inquiries requiring managerial intervention
• Track and analyze key performance metrics — including AHT, FCR, CSAT, abandonment rate, and SLA attainment — and drive action plans in response to trends
• Oversee call quality assurance programs including monitoring, calibration sessions, and coaching feedback loops
• Ensure all agents adhere to identity verification, data privacy, and CMSD-specific compliance requirements on every interaction
• Maintain a strong working relationship with stakeholders, serving as the operational point of contact for day-to-day service delivery matters
• Participate in client-facing status meetings, reporting reviews, and performance discussions
• Proactively communicate service disruptions, volume trends, and operational risks to CAI leadership and the client
• Translate client feedback and evolving program needs into operational adjustments and team guidance
• Identify gaps in workflows, knowledge resources, or team readiness and develop targeted solutions
• Lead or support the creation and maintenance of SOPs, call scripts, escalation procedures, and knowledge base content
• Champion a culture of continuous improvement, holding the team accountable to consistently raising the bar on service quality

Requirements:

• 5+ years of experience in a call center or contact center environment, with at least 2 years in a supervisory or management role
• Proven ability to lead, motivate, and develop frontline customer service teams in a high-volume environment
• Strong analytical skills with experience using call center metrics and reporting to drive performance decisions
• Excellent written and verbal communication skills, including experience engaging with external clients or stakeholders
• Proficiency with CRM, case management, or call center workforce management platforms
• Demonstrated ability to manage competing priorities, handle escalations, and make sound decisions under pressure
• Experience managing a call center supporting a K-12, higher education, or public-sector client
• Familiarity with CMSD programs, community services, student enrollment, or related district operations
• Prior experience in a managed services or outsourced contact center environment
• Experience with cloud contact center platforms
• ICMI, COPC, or equivalent call center management certification a plus
• Bilingual (English/Spanish) a plus