Call Center AI Manager

The Call Center AI Manager is responsible for leading the integration, optimization, and strategic use of AI technologies within our call center operations. This role plays a critical part in enhancing agent performance, customer experience, and operational efficiency through platforms such as Cresta.ai and Qualtrics XM Discover.

Essential Job Functions:

This manager will oversee AI analysts and serve as a strategic partner to call center leadership, ensuring AI-driven solutions are effectively aligned with business goals. They will gather and translate business needs into technical requirements, collaborate with development teams, and guide the ongoing evolution of AI tools. The ideal candidate will bring a mix of technical expertise, leadership experience, and a process-oriented mindset to drive continuous improvement across departments

Key Responsibilities:

• AI Platform Management: Lead the implementation, configuration, and optimization of AI tools (e.g., Cresta.ai, Qualtrics XM Discover) to improve customer interactions and agent performance.
• Team Leadership: Direct and develop AI analysts, ensuring high-quality analysis and actionable insight generation.
• Stakeholder Collaboration: Work with call center leaders and cross-functional stakeholders to gather and document business and system requirements.
• Data-Driven Strategy: Leverage AI-generated insights to identify performance trends, gaps, and opportunities for improvement.
• Performance Monitoring & Reporting: Develop and maintain performance dashboards and deliver regular reports to leadership on AI impact and outcomes.
• Training & Change Management: Develop training materials and support the adoption of AI tools by frontline teams and supervisors.
• Continuous Optimization: Identify and execute improvement opportunities in call center workflows through AI and automation.
• Communication: Serve as the primary liaison between technical teams, business stakeholders, and vendor partners for all AI-related initiatives.

Performs other related work and projects as required

Knowledge, Skills, and Abilities:

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:

• 3–5+ years of experience in a call center environment, including 2+ years in a leadership or managerial role
• Experience implementing or managing AI tools in a contact center setting (Cresta.ai, Qualtrics XM Discover a plus)
• Strong analytical skills with the ability to interpret complex data and convert insights into strategic recommendations
• Excellent communication, leadership, and project management skills
• Ability to thrive in a fast-paced, data-driven environment

In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:

• N/A

Why Team Members Love Working Here?

Get your earned pay any time before payday through DailyPay*

• Medical, Dental, Vision, and 401(k) w/company match starting on Day One
• Generous Vacation Time Off Program and Paid Sick Time
• GO Hilton Discounted hotel rates worldwide
• Tuition reimbursement programs
• Recognition Programs and Rewards
• Internal Growth and Career Pathing
• And much more!
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