Customer Service Delivery Leader

About the role

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise. Job Summary We are looking for a motivated Customer Service Manager ready to take us to the next level! If you have experience directing and coordinating customer service staff in connection with a product or offered service and are looking for your next career move, apply now. Job Description We are looking for a Customer Service Manager responsible for the day-to-day leadership, performance, and operational integrity of the CAI Call Center . This role serves as the primary point of accountability for team management, service delivery quality, and client relationship coordination at the operational level. The Customer Service Delivery Leader leads by example, builds a culture of accountability and continuous improvement, and ensures the call center consistently meets or exceeds contractual performance standards while delivering a high-quality experience to students, families, and district staff. This position will be full‑time and remote.

Responsibilities

• Team Leadership & Performance Management:
• 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
• Operations & Service Delivery:
• 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
• Client & Stakeholder Engagement:
• 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
• Process & Continuous Improvement:
• 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

• Required:
• 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
• Preferred:
• 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
• Bilingu

Benefits

Additional Information

Customer Service Delivery Leader Req number: R7598 Employment type: Full time Worksite flexibility: Remote

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