Senior Vice President of Contact Center Operation

Overview

Senior Vice President of Contact Center Operations — onsite in Chicago, IL. Lead a network of 13 centers, overseeing more than 600 agents and handling nearly 5 million customer interactions annually. Reports directly to the COO and focuses on operational excellence, client satisfaction, data-driven performance, and strategic growth.

Base pay range : $175,000.00 / yr - $200,000.00 / yr. This range is provided by Staff Management | SMX. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Direct message the job poster from Staff Management | SMX. For inquiries, please contact our RPS Recruiter, Melanie at mearle@staffmanagement.com.

Ready to lead and innovate in the heart of Chicago?

Annual salary range : $175,000-$200,000, plus a comprehensive benefits package that includes health insurance, 401(k), PTO, and additional executive-level perks.

Location : Chicago, IL. This is a full-time, direct-hire role with 1st shift.

Responsibilities

• 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 an 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 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 company and contract goals.
• Review monthly client billing statements for accuracy and adherence to contractual obligations.
• Ensure fiscal accountability by meeting defined operating income targets as outlined in the annual budget.

Qualifications

Associate Requirements

Benefits

Employment details

Staff Management | SMX is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, sexual orientation, age, gender identification, protected veteran status, or any other characteristic protected by law. We consider qualified applicants with arrest and conviction records in accordance with applicable law. Accommodations are available on request for candidates taking part in the selection process. If you require disability-related accommodation during the recruitment process, please contact your Recruiter or Employee Relations at HR-Advice@trueblue.com or 1-800-610-8920. TrueBlue, Inc. and its brands will consult with all applicants who request disability-related accommodation during the recruitment process to ensure that the accommodation provided takes into account the applicant's individual accessibility needs.

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