Call Center Operations Manager

5 days ago


Chicago, Illinois, United States The Chicago Lighthouse Full time
About The Job

This role is responsible for supporting the Contact Center Operations Leadership Team to ensure that we are consistently delivering an outstanding Customer Experience in every interaction.

Key Responsibilities:
  • Maintain up-to-date knowledge of both our internal policies and procedures, as well as our clients; including adherence to the Privacy Act and HIPAA as it relates to the confidentiality of information released;
  • Support onsite and remote agent workforce;
  • Excel in all functions performed by Contact Center Representatives; acting as a Subject Matter Expert as it pertains to systems, policies, and procedures;
Core Competencies:
  • Customer Focus - strives to create the most value for the customer that results in mutual long-term success. Demonstrates dedication to meet or exceed the expectations and requirements of customers;
  • Managing Vision & Purpose - leads effectively by translating the organizations vision, mission and strategic objectives into challenging but attainable goals;
  • Developing Team Members - demonstrates a commitment to helping others build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful;
  • Team Work - builds constructive and effective relationships with colleagues at all levels. Advises and collaborates with others to develop a stronger team and enhance team spirit;
  • Integrity & Trust - acts in accordance with the highest standards of ethical conduct and behavior;
  • Problem Solving - employs analytic abilities and other tools to creatively resolve problems in a variety of contexts;
  • Safety - demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture;

The estimated salary for this position is $41,000 per year.



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