Job Description

Director Member Contact Center

Location: Rosemont / Bannockburn, IL (Hybrid, open to Relo)

Job Type: Full-Time | Exempt

Compensation: $140K-$165K

Benefits: This position is eligible for medical, dental, vision, 401(k), parental leave, quarterly bonuses, and PTO.

About the Role

The organization is hiring a strategic and results-driven Vice President of Member Contact Center to lead and enhance its multi-channel contact center operations. Reporting to the Chief Experience Officer, this executive will oversee service delivery across phone, digital, and video channels, ensuring alignment with company values and growth goals. The role includes shaping a 3–5 year strategy focused on leveraging technology and data to boost efficiency, member satisfaction, and employee engagement. Ideal candidates are performance-focused, service-oriented, and excel in dynamic, team-based environments.

Key Responsibilities

• Lead the strategy, operations, and day-to-day management of a multi-channel contact center supporting inbound/outbound calls, digital messaging, and video assistance.
• Develop KPIs and Service Level Agreements (SLAs) aligned with industry best practices to ensure optimal member support across all platforms.
• Drive continuous improvement through data-driven analysis of member contact trends, service performance, and team productivity.
• Build and lead a high-performing, member-focused team by setting clear goals, coaching for success, and fostering a culture of accountability and excellence.
• Collaborate cross-functionally with Marketing, Retail, IT, and Member Experience to ensure consistent, effective communication and member engagement across all channels.
• Identify and implement emerging technologies to enhance self-service capabilities and expand 24/7 support availability, including potential offsite staffing solutions.
• Ensure full understanding and strategic use of call center systems such as IVR, call routing platforms, CRM, and reporting tools.
• Oversee department budget, staffing levels, and performance management, ensuring operational efficiency and high employee satisfaction.
• Resolve complex member concerns while partnering with internal stakeholders to proactively identify and address pain points.
• Promote a culture of service, collaboration, and excellence by recognizing achievements and supporting employee growth and development.
• Ensure compliance with all applicable regulations, policies, and internal procedures.

Ideal Candidate

• 8+ years of experience in call center or contact center leadership, preferably in the financial services or banking sector.
• 5+ years in a senior or executive leadership role managing large teams and multi-channel operations.
• Demonstrated success in setting and exceeding performance metrics for service delivery and member satisfaction.
• Deep understanding of contact center technology, call flow optimization, and customer experience strategy.
• Strong communication, people leadership, and change management skills.
• Ability to interpret policies and make sound judgment calls to support business objectives.
• Bachelor's degree required; advanced degree or relevant certifications preferred.

Why choose Addison Group?

• Pay: We negotiate high salaries using US Bureau of Labor Statistics
• Benefits & Bonuses: You are eligible for medical, dental, vision insurance benefits, 401K, and monetary bonuses
• Permanent Employment: Many of Addison’s Administrative job openings lead to potential permanent employment
• Connections: You connect directly with hiring managers from renowned organizations
• Options: You are presented multiple employment options near your home
• Professional Development: You are provided hiring process advice, resume revision, and employment term negotiation.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities upon request.

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