Senior Vice President, Contact Center Operations

The Chicago Lighthouse; Chicago (IL); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

12 paid holidays

6 sick days accrued annually

Medical, dental and vision insurance

Company matched 401(k) plan

Employee recognition events

Job summary

A community service organization in Chicago is seeking a Senior Vice President for Contact Center Operations. Responsible for operational strategies, budget management, and leading high-performing teams. The ideal candidate has extensive experience in contact center leadership and a passion for inclusive service. This role offers competitive benefits including a salary package up to an additional 25% and various health insurances.

Qualifications

• 10+ years of progressive leadership experience in large-scale contact center operations.
• Experience implementing and optimizing contact center technologies.
• Ability to lead change and influence at all levels.

Responsibilities

• Provide executive leadership for day-to-day operations across multiple contact center programs.
• Develop operational strategies to ensure quality and efficiency.
• Manage contact center budgets.
• Lead regular business reviews with clients.

Skills

Leadership in contact center operations

Data interpretation and decision-making

Change management

Strategic planning

Education

Bachelor's degree

Master's degree (MBA, MHA, or related field)

Tools

ACD/IVR systems

CRM platforms

Job description

Overview

Senior Vice President, Contact Center Operations

Join to apply for the Senior Vice President, Contact Center Operations role at The Chicago Lighthouse

Responsibilities

Operational and Budgetary Leadership (50%)

• Accountable for achieving planned operating budget;
• Provide executive leadership and oversight for day-to-day operations across multiple contact center programs and contracts;
• Develop and implement operational strategies to ensure quality, efficiency, compliance, and high customer satisfaction;
• Mentor, lead and support a high-performing team while championing CLH’s inclusive and mission-aligned culture;
• Support the team with quality initiatives to ensure staff have pathways for growth and development;
• Oversee daily operations and make high-level decisions about policy and strategy in conjunction with the Chief Operating Officer and CEO;
• Streamline operations through process innovation, automation, and change management, while maintaining appropriate budgeted staffing levels to meet or exceed the client service metrics and goals;
• Optimize agent utilization percentages across all centers to maintain service standards while driving operational efficiency and cost-effectiveness;
• Manage contact center budgets, conduct financial planning and forecasting to align with the CLH and contract goals;
• Review monthly client billing statements for accuracy and adherence to the contractual obligations;
• Ensure fiscal accountability by meeting defined operating income targets as outlined in the annual budget;

Data and Performance Management (20%)

• Establish, oversee and maintain comprehensive data infrastructure, ensuring real-time, accurate reporting of key performance metrics and contractual obligations;
• Utilize data to guide operational improvements, workforce management, and strategic planning;
• Collaborate with IT and analytics teams to continuously enhance business intelligence systems.

Client Management (15%)

• Partner with clients to develop customized solutions aligned with their evolving business needs;
• Lead regular business reviews with clients to present performance outcomes, address concerns, and explore growth opportunities;
• In collaboration with the Chief of Business Strategy and Chief Operating Officer, foster long-term relationships with customers to ensure contractual obligations are met.

Support New Business Development (10%)

• Work closely with the Chief of Business Strategy to secure new contact center opportunities;
• Provide timely information to the Sales Team to support the development of new business proposals and responses to Requests for Proposals.

Systems Implementation (5%)

• Support implementation and onboarding of new contact centers;
• Lead successful implementation of new systems and technologies, including CRM, telephony, after-hours services and workflow platforms;
• Ensure systems are accessible and user-friendly for employees of all abilities, in alignment with The Lighthouse’s commitment to inclusion.

Qualifications

• Bachelor’s degree required; Master’s degree (MBA, MHA, or related field) preferred;
• 10+ yearsof progressive leadership experience in large-scale contact center operations with at least three years supervisory experience;
• Proven success in managing multi-functional teams and high-volume service environments;
• Experience implementing and optimizing contact center technologies (e.g., ACD/IVR, CRM, omnichannel platforms);
• Strong business acumen with ability to conduct ROI analyses, lead operational improvements, and drive strategic initiatives;
• Demonstrated ability to lead change, build cross-functional alignment, and influence at all levels of the organization.
• Strategic thinking and long-term planning
• Engaging leader with strong interpersonal skills
• Process design and operational excellence
• Compassionate, service-oriented leadership
• Data interpretation and decision-making
• Change agent comfortable with evolving technologies
• Talent development and team engagement

Benefits

BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:

• 12 paid holidays
• 6 sick days accrued over the year
• Insurance Eligibility the 1st of the month after 30 days of employment
• Medical (~65% covered by the Chicago Lighthouse), dental and vision insurance offered
• Short/long term disability
• Life insurance 2x salary
• Employee recognition events
• Company matched 401(k)plan
• Reasonably priced delicious food options on site (except at Glenview location)

The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service