Manager, Contact Center

*This is a hybrid position based in our Chicago/O’Hare Area office. Preference is for candidates who live within a 100-mile radius of this office, but we are additionally open to candidates outside this region who offer the right skill set and experience.

Your Purpose: The Contact Center Manager is responsible for leading and developing customer service operations to deliver an exceptional customer service experience. This role oversees day-to-day operations of the Customer Service function, manages a team of customer service representatives, establishes and tracks performance standards, partners with internal stakeholders to support key business functions, and continuously improves service quality, efficiency, and customer satisfaction.

 What You’ll Do:  

• Leadership & Collaboration (20%)
  1. Lead, coach, and develop a team of customer service representatives.
  2. Set clear performance expectations and conduct regular performance reviews.
  3. Recruit, onboard, and train new team members.
  4. Foster a service-oriented culture focused on customer satisfaction, accountability, and continuous improvement.
  5. Partner closely with internal departments to resolve issues affecting customers.
  6. Act as a liaison between customers and internal teams, ensuring feedback and service issues are communicated and addressed.
  7. Collaborate with IT or system owners on enhancements, integrations, and automation opportunities.
      
• Customer Experience & Support Operations (40%)
  1. Manage day-to-day Customer Service operations across all support channels (e.g., phone, email, chat, ticketing systems).
  2. Ensure timely, accurate, and professional resolution of customer inquiries and issues.
  3. Handle escalated or complex customer concerns and ensure appropriate follow-through.
      
• Continuous Improvement & Quality (25%)
  1. Analyze customer feedback, service metrics, and trends to identify and implement improvement opportunities.
  2. Develop and maintain service level commitments, policies, procedures, and best practices to improve service quality and efficiency.
  3. Partner with other departments to resolve systemic or recurring issues impacting customers.
  4. Ensure consistent application of policies while maintaining a customer-centric approach.
      
• Reporting & Metrics (10%)
  1. Track and report on key performance indicators (KPIs) such as customer satisfaction, response times, resolution rates, and workload.
  2. Use data to make informed decisions and recommend improvements.
  3. Prepare regular reports for leadership on service performance and customer trends.
      
• Systems & Documentation (5%)
  1. Oversee the effective use of customer service systems (CRM, ticketing, knowledge bases).
  2. Ensure documentation, knowledge resources, and standard operating procedures (SOPs) are accurate and up to date.

What You’ll Need: 

• Bachelor’s Degree in Business, Communications or related field (an equivalent amount of training, education and experience will be considered)
• 5-7 years of experience in Customer Service operations 
• 2 years of management experience
• Association experience is preferable

KNOWLEDGE, SKILLS AND ABILITIES including competencies that may be representative but not all inclusive of those commonly associated with this position.

• Commitment to delivering high quality service to members, candidates, volunteers, and staff.
• Ability to adapt quickly to a constantly changing environment.
• Ability to follow through on assignments and meet all deadlines
• Ability to communicate effectively with external and internal stakeholders
• Ability to work effectively independently and as a member of a team
• Ability to make objective decisions using sound judgment
• Ability to learn quickly and think critically about choices and make situational and policy appropriate decisions.
• Ability to coordinate and lead multiple projects simultaneously
• Ability to manage resources in a cross-functional organization and the capacity for creating, identifying and capitalizing resources
   

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws.

What We Offer: 

• Competitive Compensation: We understand the value of your contributions, and we ensure that you are rewarded competitively for your skills and dedication.
• Generous Paid Time Off: Achieve a work-life balance with ample paid time off, giving you the flexibility, you need for personal and family responsibilities.
• Professional Development: We invest in our team's growth. Take advantage of opportunities for continuous learning and career advancement, including tuition reimbursement and continuing education funding.
• Health and Wellness: Your well-being is important to us. Enjoy access to comprehensive health benefits, wellness programs, including our Employee Assistance program (EAP) and wellness reimbursement.
• Disability Coverage: Gain peace of mind with our comprehensive disability coverage, including life, short-term, and long-term disability benefits.
• Retirement Planning: Secure your future with our 403(b) plan and generous employer contribution.
• Maternal/Paternal Leave: Embrace parenthood with confidence, knowing that we've got you covered every step of the way. Our maternal/paternal leave policy is designed to give you the time you need to bond with your newest family member without worrying about work.
• Flexible Work Environment: Embrace a flexible hybrid environment that supports your productivity and work-life balance.
• Diversity and Inclusion: We celebrate diversity and foster an inclusive workplace where everyone's unique perspectives are valued.

The SOA will provide equal opportunity to all employees and applicants for employment regardless of actual or perceived race, color, religion, age, sex, pregnancy, national origin, ancestry, disability (mental or physical), genetic information, military or veteran status, marital status, order of protection status, gender identity, sexual orientation or any other category protected by applicable law. Such action shall include but is not limited to: initial consideration for employment; job placement and assignment of responsibilities; performance evaluation; promotion and advancement; compensation and fringe benefits; training and professional development opportunities; formulation and application of human resource policies and rules; facility and service accessibility; and discipline and termination.