Contact Center Director jobs in Illinois

Job Summary:

We are seeking an experienced and dynamic Contact Center Director to oversee and enhance our contact center operations. This role requires a strategic leader with a strong background in process improvement, infrastructure management, and team leadership. The Contact Center Director will manage a team, including a Contact Center Training Associate and a System Analyst, to ensure the efficient and effective delivery of customer service. The ideal candidate will be committed to driving continuous improvement, implementing best practices, and fostering a customer-centric culture.

Leadership

• Work with leaders in the contact center, outside sales, operations, other functional areas as well as key customers, to Develop and implement strategic plans in alignment with our value proposition, to enhance contact center operations, reduce non-value-added activities and ultimately improve customer satisfaction.
• Foster a positive and collaborative work environment, promoting professional development and performance excellence.
• Effectively lead change initiatives in the Contact Center that align with strategic priorities and aim for flawless execution.
• Understand issues relevant across the organization, business, and department.

Process Improvement:

• Identify opportunities for process optimization and efficiency improvements within the contact center.
• Develop and implement SOPs across the Contact center to drive simplification, productivity and customer experience excellence.
• Implement best practices and innovative solutions to enhance operational effectiveness.
• Monitor and analyze performance metrics to ensure goals and objectives are met.

Infrastructure Management:

• Oversee the maintenance and development of contact center infrastructure, including systems, CRM platforms, and other related technologies.
• Collaborate with IT and other departments to ensure seamless integration and functionality of contact center systems.
• Ensure the contact center infrastructure supports scalability, reliability, and security requirements.

Training and Development:

• Work with the Contact Center Training Associate and Director of Talent Acquisition and Development leader to develop and deliver comprehensive training programs for contact center staff.
• Ensure ongoing training and development initiatives are aligned with organizational goals and industry standards.
• Evaluate training effectiveness and make continuous improvements to training programs.

Talent Management:

• Align talent with organization goals and needs, set clear goals and expectations, monitor performance, coach and develop others, and hold team accountable for results.
• Lead and manage the Contact Center Training Associate and Systems Analyst.
• Conduct regular performance conversations and reviews for direct reports.
• Utilize data-driven insights and observation to guide decision-making and drive performance improvements.
• Implement and maintain a robust quality assurance program to ensure high standards of customer service.

Stakeholder Collaboration:

• Collaborate with key stakeholders across the organization to align contact center activities with broader business objectives.
• Act as a liaison between the contact center and other departments, facilitating communication and coordination.
• Represent the contact center in cross-functional meetings and initiatives.
• Understand and focus on the interrelationships and dependencies between different systems, processes, and teams to recognize downstream impacts of decisions, prevent unintended consequences, and ensure communications are comprehensive and complete.

Essential Skills & Experience

• Proven experience in managing contact center operations, with a focus on process improvement and infrastructure management.
• Strong leadership and team management skills, with experience overseeing a diverse team.
• In-depth knowledge of contact center technologies and best practices.
• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate effectively at all levels.
• Experience in training and development, with a track record of implementing successful training programs.
• Bachelor’s degree in Business Administration, Management, or a related field; Master’s degree preferred.