Contact Center Manager

Job Description

Job Description

Office of the Illinois Secretary of State Alexi Giannoulias

Job Title :     Contact Center Manager (EA III)

Division :      Executive Staff

Union :           N / A

Location :     115 S LaSalle St, Chicago, IL – Cook County

Salary :         $100,000 to $120,000 annually – commensurate with experience

Benefits :       https : / / cms.illinois.gov / benefits / stateemployee.html

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 State’s contact center. The role provides strategic leadership in service delivery, operational efficiency, and the implementation of technology-driven solutions to enhance customer experience.

This leader will be responsible for managing a high-volume contact center and leading initiatives to improve customer service, streamline processes, and enhance self-service 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 long-term vision, driving innovation, efficiency, and customer-centric service delivery

Serve as product owner, in partnership with IT, to enhance IVR and self-service capabilities to reduce call volume and improve customer experience

Oversee performance metrics (e.g., abandonment rates, wait times, first-call resolution) to ensure efficiency and responsiveness

Lead a team of 150+ agents and supervisors, fostering a high-performance and customer-focused culture

Required Skills and Qualifications :

Bachelor's degree in Business Administration, Communications, Operations Management, Information Technology or a related field preferred; equivalent experience may be considered

Preferred Qualifications :

Proven expertise in AI-enhanced IVR, chatbot deployment, workflow automation (RPA), and CRM integrations

Application Process :

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 non-job-related medical condition or disability.

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