Customer Experience Automation & QA Lead (Zendesk)

Housing Authority of Cook County; Chicago (IL); Hybride; USD 110 000 - 150 000; Plein temps

Avantages offerts par ce poste

Healthcare flexible spending account

Employee Assistance Program (EAP)

Paid time off including 14 Holidays

401(k) – Employer contribution of 6%

Résumé du poste

The Housing Authority of Cook County is seeking a senior Contact Center Technology & Workflow Lead to optimize and modernize its unified support ecosystem. You will architect Zendesk workflows, automate processes, and guide IT and customer service operations.

This role includes leadership, coaching, and performance management for Contact Center Associates, plus collaboration with IT leadership to drive workflow improvements and compliance across departments.

Qualifications

• Bachelor’s degree in Information Systems, Business Administration, Public Administration, Communications, or a related field.
• 3–5 years progressive IT support, contact center operations, or public service delivery.
• At least two (2) years of formal leadership, team lead, or supervisory experience.

Responsabilités

• Design, implement, and maintain Zendesk routing logic, workflow automations, macros, triggers, and SLA rules.
• Continuously analyze call queues, ticket flow patterns, and automation failures to reduce friction, increase deflection, and improve First Contact Resolution.
• Own the configuration and lifecycle of Zendesk ticket forms, fields, decision trees, and category taxonomies.
• Lead the design and implementation of an automated IT self-service portal on the HACC Intranet.
• Architect, deploy, and refine an internal AI chatbot capable of addressing high frequency IT issues, creating tickets automatically when escalation is required.
• Maintain ownership of all knowledge‑base articles, ensuring clarity, accuracy, and alignment with evolving IT systems and workflows.
• Establish and manage a formal Quality Assurance program including call reviews, ticket accuracy audits, and compliance checks.
• Serve as the shift lead or escalation authority during surges, outages, emergency communications, or sensitive customer interactions.
• Identify persistent performance, attendance, or conduct issues and recommend formal disciplinary actions or performance improvement plans (PIPs) to the Contact Center Manager for Associate and Level 2 personnel.
• Act as the operational liaison between the Contact Center and IT leadership, translating organizational needs into workflow and system improvements.
• Collaborate with HR, Finance, Procurement, and IT in support of workflow modernization, compliance alignment, and approval chain integrity.

Description du poste

The Housing Authority of Cook County is seeking a senior Contact Center Technology & Workflow Lead to optimize and modernize its unified support ecosystem. You will architect Zendesk workflows, automate processes, and guide IT and customer service operations.

This role includes leadership, coaching, and performance management for Contact Center Associates, plus collaboration with IT leadership to drive workflow improvements and compliance across departments.