Senior Vice President of Contact Center Operation - SMX Staffing : Job Details

Ready to lead and innovate in the heart of Chicago? We're currently searching for a Senior Vice President of Contact Center Operations, based onsite in Chicago, IL, to lead a network of 13 centers, overseeing more than 600 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: $175,000-$200,000, plus a comprehensive benefits package that includes health insurance, 401(k), 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 [email protected].

Perks & Benefits

• Direct Deposit or Cash Card pay options
• Medical / Dental Insurance
• 401k
• Paid Sick Leave
• Paid Time Off
• $175,000 - $200,000

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

The hourly rate for this position is anticipated between $84.13 - $95.15 per hour. This range is a good-faith estimate, based on the shift you work and other considerations permitted by law. An employee's pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer medical, dental, vision, life, and more. More details about benefits can be found at

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 [email protected] or 1-800-###-####. 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.