Contact Center Manager
Contact Center Manager
Posted on :
10-04-2025
Employer Active
1 Vacancy
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Yearly Salary
USD 60000 - 85000
Vacancy
1 Vacancy
Posted on :
10-04-2025
Job Description
Job Title: Contact Center Manager (EA III)
Division: Executive Staff
Union: N/A
Location: 501 S Second St Springfield IL Sangamon County
Salary: $60000 to $85000 annually commensurate with experience
Benefits:
Overview:
The Office of the Illinois Secretary of State is seeking an experienced Contact Center Manager. In this role you will be responsible for overseeing and enhancing the operations of the Illinois Secretary of States contact center. The role provides strategic leadership in service delivery operational efficiency and the implementation of technologydriven solutions to enhance customer experience.
This leader will be responsible for managing a highvolume contact center and leading initiatives to improve customer service streamline processes and enhance selfservice capabilities. The role requires extensive experience in contact center management digital transformation and process improvement within a complex service environment.
Key Responsibilities:
- Strategic Leadership
- Establish and execute Contact Center longterm vision driving innovation efficiency and customercentric service delivery
- Collaborate with executive and departmental leadership ensuring alignment with broader agency goals
- Lead change management efforts to modernize contact center operations and enhance customer experience
- Technology & Innovation
- Serve as product owner in partnership with IT to enhance IVR and selfservice capabilities to reduce call volume and improve customer experience
- Identify opportunities to improve reliability of Contact Center hardware and software including relevant use of outside vendors
- Ensure compliance with state and federal regulations regarding customer data privacy security and accessibility
- Operational Excellence
- Oversee performance metrics (e.g. abandonment rates wait times firstcall resolution) to ensure efficiency and responsiveness
- Drive continuous process improvements to reduce wait times optimize call flows and enhance customer experience
- People & Workforce Management
- Lead a team of 150 agents and supervisors fostering a highperformance and customerfocused culture
- Design and implement employee training coaching and career development programs to improve skills and engagement
- Optimize workforce planning through forecasting scheduling and workforce management tools
- Identify and implement automation opportunities to streamline operations and enhance agent productivity
- Stay at the forefront of emerging contact center technologies and best practices advocating for strategic advancements that improve both customer and employee experiences
- Bachelors degree in Business Administration Communications Operations Management Information Technology or a related field preferred; equivalent experience may be considered
- Minimum of 5 years of experience in contact center operations with at least 2 years in a leadership role managing teams of 50 agents or handling 1 million calls per year
- Strong leadership and people management skills with the ability to drive engagement change management and performance optimization
- Proven expertise in AIenhanced IVR chatbot deployment workflow automation (RPA) and CRM integrations
- Knowledge of workforce optimization software and cloudbased contact center platforms
- Public sector or government agency experience with knowledge of customer service compliance regulations (ADA FOIA data security)
- Please visit apply by completing the online application; you may also upload a resume or other attachments as needed.
- Preference will be given to Illinois residents in the hiring and selection process in accordance with the Illinois Secretary of State Merit Employment Code.
- Questions regarding this posting or Illinois Secretary of State employment practices may be directed to Job Counselors at our Personnel offices in Chicagoor Springfield.
Equal Employment Opportunity Employer. Applicants must be lawfully authorized to work in the United States.
Applicants are considered for all positions without regard to race color religion sex national origin sexual orientation age marital or veteran status or the presence of a nonjobrelated medical condition or disability.
Required Experience:
Senior Manager
Employment Type
Full-Time
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