[Remote] Customer Service Delivery Leader

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesDirectly supervise a team of Customer Service Representatives, including Senior CSRs, providing ongoing coaching, performance feedback, and professional development supportConduct regular one-on-ones, team huddles, and performance reviews to maintain alignment, engagement, and individual accountabilityManage staffing schedules, shift coverage, and real-time workforce adjustments to maintain service level targetsIdentify top performers and development opportunities; support succession planning and internal growth pathsAddress performance issues promptly and professionally in partnership with HR, following established progressive discipline processesMonitor daily call center operations across all channels (phone, chat, email) to ensure adherence to handling protocols, quality standards, and SLA commitmentsServe as the primary escalation point for complex, sensitive, or unresolved caller inquiries requiring managerial interventionTrack and analyze key performance metrics — including AHT, FCR, CSAT, abandonment rate, and SLA attainment — and drive action plans in response to trendsOversee call quality assurance programs including monitoring, calibration sessions, and coaching feedback loopsEnsure all agents adhere to identity verification, data privacy, and CMSD-specific compliance requirements on every interactionMaintain a strong working relationship with stakeholders, serving as the operational point of contact for day-to-day service delivery mattersParticipate in client-facing status meetings, reporting reviews, and performance discussionsProactively communicate service disruptions, volume trends, and operational risks to CAI leadership and the clientTranslate client feedback and evolving program needs into operational adjustments and team guidanceIdentify gaps in workflows, knowledge resources, or team readiness and develop targeted solutionsLead or support the creation and maintenance of SOPs, call scripts, escalation procedures, and knowledge base contentChampion a culture of continuous improvement, holding the team accountable to consistently raising the bar on service qualitySkills5+ years of experience in a call center or contact center environment, with at least 2 years in a supervisory or management roleProven ability to lead, motivate, and develop frontline customer service teams in a high-volume environmentStrong analytical skills with experience using call center metrics and reporting to drive performance decisionsExcellent written and verbal communication skills, including experience engaging with external clients or stakeholdersProficiency with CRM, case management, or call center workforce management platformsDemonstrated ability to manage competing priorities, handle escalations, and make sound decisions under pressureExperience managing a call center supporting a K-12, higher education, or public-sector clientFamiliarity with CMSD programs, community services, student enrollment, or related district operationsPrior experience in a managed services or outsourced contact center environmentExperience with cloud contact center platformsICMI, COPC, or equivalent call center management certification a plusBilingual (English/Spanish) a plusBenefitsMedical, dental, and vision insurance401k retirement account accessPaid time offPaid sick leave and/or other paid time off as provided by applicable lawCompany OverviewCAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. It was founded in 1981, and is headquartered in Allentown, Pennsylvania, USA, with a workforce of 5001-10000 employees. Its website is http://www.compaid.com.Company H1B SponsorshipCAI has a track record of offering H1B sponsorships, with 7 in 2026, 24 in 2025, 28 in 2024, 24 in 2023, 30 in 2022, 41 in 2021, 48 in 2020. Please note that this does not guarantee sponsorship for this specific role.