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Senior Vice President, Contact Center Operations

Job Details

Job Location

Chicago, IL

Position Type

Full Time

Education Level

4 Year Degree

Salary Range

$175000.00 - $200000.00 Salary

Travel Percentage

Negligible

Job Shift

Day

Job Category

Executive

Job Description

**MISSION:** The Chicago Lighthouse (CLH) serves people who are blind, visually impaired, disabled, and Veterans, in order for each to reach their full personal potential. Our programs build enduring success for our target populations and employees with lifelong knowledge, skills, and employment opportunities, support the discovery of new approaches for the empowerment of our communities, and sustain a social business enterprise that ensures success for our strategic ambitions.

**KEY RESPONSIBILITIES:** Reporting to the Chief Operations Officer, the Senior Vice President drives data-informed decision-making, manages key performance indicators (KPIs), ensures smooth system implementations, and leads client engagement. The Senior Vice President leads a team of two Vice-Presidents, responsible for 13 contact centers, over 600 agents, managers and supervisors and one data analyst. The contact centers receive over 4.7 million calls annually. This role champions a client-first philosophy while optimizing operational efficiency and excellence, technology modernization, and the delivery of a distinctive client experience, ensuring alignment with our mission and strategic goals.

THE ESSENTIAL DUTIES ARE AS FOLLOWS:

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+ years of 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.

Preferred Competencies:

+ 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

Employee Benefits

_BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:_

+ 20 days paid vacation

+ 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