What are the responsibilities and job description for the Call Center Operations & AI Innovation Manager position at Belle?
About Belle
Belle is a fast growing engagement company that is revolutionizing home healthcare – and it all begins with the feet. With 25M U.S. seniors no longer able to see or reach their feet, a lack of self care and mobility challenges cost the health insurance plans $38B in preventable medical spending every year.
Belle trains and manages a network of nail technicians or “Belle Technicians” who provide in-home foot care (aka medical pedicures). Belle uses cutting edge data science to identify those most in need on behalf of health plans and deploys its services accordingly. While in the home, Belle Technicians complete assessments and screenings, often being the first to identify emerging issues below and above the knee. As these issues arise, a team of remote nurses coordinate care with other healthcare providers - preventing serious and costly episodes.
Our mission: Bring Joy to Healthcare. Join us if our cause inspires you!
About this Role
Location: Remote
Belle is looking for a dynamic leader to manage and optimize the call center operations while spearheading AI-driven innovations to enhance efficiency and customer experience. This role is split between overseeing daily call center performance and driving technological advancements through AI and automation.
Responsibilities
Call Center Operations & Performance Optimization
- Lead, coach, and develop a high-performing team of call center agents, fostering a culture of excellence.
- Ensure best-in-class customer interactions by setting and monitoring KPIs, quality standards, and compliance metrics.
- Manage operations at scale, including call volume, workforce scheduling, resource allocation, and SLAs.
- Drive continuous process improvements to enhance agent productivity and customer satisfaction.
- Oversee escalations, ensuring rapid and effective resolution of customer concerns.
AI-Powered Call Center Innovation
- Implement and optimize AI-driven solutions (chatbots, predictive analytics, speech recognition, etc.) to enhance efficiency.
- Leverage AI to automate workflows, reduce manual tasks, and improve response times.
- Analyze call center data using AI and machine learning to improve decision-making and agent support.
- Test and scale new engagement strategies, using AI to enhance customer personalization and proactive outreach.
- Collaborate with tech teams to integrate AI tools seamlessly into daily operations.
Experience, Skills, & Personality
- Proven leader in call center management with a strong operational background.
- Tech-forward thinker with hands-on experience in AI-driven process improvement.
- Data-driven decision-maker, able to turn insights into action.
- Agile and strategic, balancing immediate operational needs with long-term innovation.
- Excellent communicator who can lead teams, manage change, and drive results.
Benefits
- Flexible, remote work arrangement
- Competitive compensation
- Health, dental and vision benefits
- 401k
- A great support structure: we are here for you
- All the resources and tools that you need to succeed
- Ability to reshape an industry and protect lives
Belle is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Belle does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Belle also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.
