Top Tech Jobs & Startup Jobs

Develops engaging instructional content, e-learning materials, microlearning videos, and knowledge-base updates. Responsibilities include analyzing knowledge gaps, defining learning objectives, creating storyboards and prototypes, applying SEO practices, evaluating training effectiveness, facilitating trainer certification, and improving content based on performance data. The role collaborates with subject-matter experts, clients, trainers, and cross-functional teams while supporting virtual and instructor-led training.

Supervise Workforce Analysts and Specialists while managing forecasting, capacity planning, scheduling, staffing levels, workforce data, and operational performance. The role analyzes contact trends, updates workforce management parameters, maintains headcount and absenteeism trackers, communicates workload forecasts, escalates data discrepancies, and collaborates with operations to maintain service-level and productivity goals.

Provides front-line direction to customer service representatives, supports client brand and process knowledge, evaluates call quality, identifies training needs, mentors team members, and promotes employee development. The role requires strong communication, leadership, analytical, organizational, and problem-solving skills, along with familiarity with call center systems, ACD/IVR, performance statistics, and Microsoft Office.

Build and deploy AI-powered agents and automation workflows; develop prompts; configure and integrate AI tools with CRM, ERP, and communication platforms; test product rollouts; troubleshoot issues; optimize processes; monitor initiatives; support validation and live deployments; review code; and collaborate with data, engineering, QA, support, solutions, and business teams.

Monitors and evaluates customer service interactions across voice, email, chat, and social channels. Coaches customer service representatives and Tier 2 teams, completes quality and coaching reports, supports contact center operations, participates in calibration meetings, researches escalated issues, identifies scripting problems, and communicates updates to staff. The role also provides floor support and may take customer calls.

Oversee high-volume recruiting for customer service representatives, including hiring operations, sourcing, screening, staffing plans, recruiting events, tracking, and reporting. Lead recruiters and recruiting associates, manage the front desk, build community partnerships, collaborate with Operations and Human Resources, ensure regulatory compliance, and coach direct reports.

Analyze large-scale customer interaction data using SQL, BigQuery, Python, NLP, and prompt engineering. Build AI testing frameworks, data models, dashboards, and CX analytics that identify trends, root causes, sentiment, resolution issues, and automation opportunities. Validate AI outputs, improve prompt performance, document governance, and translate findings into executive recommendations tied to cost, revenue, and customer experience outcomes. Partner with Product, Operations, QA, and Data teams in a consultative capacity.

Leads contact center operations across hiring, training, quality, reporting, client services, performance optimization, and financial management. Drives strategic initiatives to improve margins, enterprise value, retention, employee experience, and KPI performance. Manages senior cross-functional teams, client relationships, operational statistics, P&L results, audits, and international stakeholder collaboration while strengthening organizational culture and service delivery.

Supervise customer service representatives, ensuring quality service, KPI and SLA achievement, employee training, engagement, and development. Analyze operational reports to identify performance issues, coach employees, create incentive programs, coordinate staffing changes, resolve escalated issues, and collaborate with HR, IT, and workforce management. Maintain expert knowledge of partner products, promotions, and processes while supporting continuous business performance improvement.

Administers the in-house dialer, including configuration, daily strategy execution, performance monitoring, opening and closing processes, and reporting. Tracks inbound call volume, adjusts vendor call allocation, supports intraday workforce management, resolves operational system issues, and monitors schedule adherence. Partners with operations leaders and agents to address productivity concerns, improve staffing, and support coaching and performance development.