Manager, Contact Center Special Projects

Job Description

Job Description

STATEMENT OF PURPOSE: The Contact Center Special Projects Manager focuses on planning, coordinating, and executing non-routine, high-impact initiatives that improve customer support, technology, or efficiency. This position acts as a bridge between strategic leadership and day-to-day operations, leading specific initiatives to improve customer experience and efficiency.

KEY RESPONSIBILITIES:

• Project Leadership: Leading the planning and execution of contact center transformations, such as implementing new systems (IVR, CRM, WFM) or upgrading infrastructure.

• Performance Optimization: Identifies skill gaps and recommends process improvements to increase the effectiveness of existing workflows, protocols, and efficiency metrics (e.g., AHT, Service Level, Occupancy Rate, etc.)

• Other projects and duties as assigned by the Chief Business Strategy Officer and/or Vice President, Contact Center Operations.

Key Qualifications

• Bachelor’s degree in Business, Management, or a related field (or equivalent experience) or minimum of 5 years of contact center leadership or operations experience.

• Proven experience managing contact center contracts and SLAs.

• Strong coaching, leadership, and employee development skills.

• Excellent communication, training, and stakeholder management skills.

• Strong analytical and documentation skills.

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The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.