Senior Vice President of Contact Center Operation

SIMOS Insourcing SolutionsChicago, IL, US

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Description

Ready to lead and innovate in the heart of Chicago? We're currently searching for a Senior Vice President of Contact Center Operations, based on-site in Chicago, IL, to lead a network of 13 centers, overseeing more than agents and handling nearly 5 million customer interactions annually.

This is a pivotal role reporting directly to the COO and focused on operational excellence, client satisfaction, data-driven performance, and strategic growth.

Annual salary range : $,-$,, plus a comprehensive benefits package that includes health insurance, PTO, and additional executive-level perks. If you're a visionary leader with a proven track record in optimizing contact center performance, we want to hear from you!

For inquiries, please contact our RPS Recruiter, Melanie, at .

Perks & Benefits

Direct Deposit or Cash Card pay options
Medical / Dental Insurance
Paid Sick Leave
Paid Time Off
Yearly

Employment Type & Shifts

Direct Hire

1st Shift

Job 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 the company'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 company 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.

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.

Associate Requirements

Bachelors

Background Check

Drug Test

Must be at least 18 years old

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