Current Job Openings

Goodwill TalentBridge, a full service staffing and recruitment firm, is part of Goodwill Industries of Southeastern Wisconsin and Metropolitan Chicago, the largest of the 165 Goodwill territories in North America. With more than 90 years of experience in Workforce Development and job training, Goodwill is helping thousands of people find work in the communities we serve, including 13 counties in Wisconsin and 10 counties in Illinois.

Are you committed to delivering top-tier member services in a mission-driven organization focused on financial empowerment?

NOW HIRING, Goodwill TalentBridge has partnered with a not-for-profit, member-owned credit union who is actively seeking a VP for their Contact Center in Lake County, IL. In this leadership role, you will be responsible for shaping the strategic direction of the member contact center by leveraging technology, driving innovation, and developing a clear vision for team performance and service excellence.

DIRECT HIRE
M-FRI; 8AM to 530PM w/ flexibility! (ON-SITE)
$140,000 - $230,000

PERKS THAT MAKE A DIFFERENCE

• Mission driven organization committed to empowering members, advancing financial well-being, and strengthening communities!
  
  
• Employee Recognition Programs: celebrating achievements and milestones
  
  
• Diverse & Inclusive Culture: vibrant team offering diversity and fostering an inclusive environment where everyone feels welcomed and empowered!
  
  
• Community Engagement: making a positive impact in communities served through volunteerism and community service initiatives
  
  
• Health & Wellness: medical, dental, and vision; plus, access to wellness programs and health membership reimbursements!
  
  
• Professional Development: tuition reimbursement, training programs, and mentorship opportunities
  
  
• Banking Benefits: 24/7 digital banking, access to 18 branches and over 30,000 ATM’s
  
  
• 401(K): retirement savings plan with employer matching contributions!
  
  
• PTO: generous paid time off and paid holidays
  
  
• Company Paid Benefits: Life Insurance, Short-Term Disability, & Long-Term Disability!
  
  

Your leadership will be instrumental in advancing member engagement through streamlined operations, digital transformation, and a strong focus on team development.
How you’ll contribute:

• Develop and execute a comprehensive 3–5-year strategic roadmap for the MCC, integrating emerging technologies to elevate service delivery, operational efficiency, and member satisfaction
  
  
• Lead initiatives to ensure 24/7-member support, including the development and oversight of offsite or after-hours teams to maintain service continuity beyond standard business hours
  
  
• Define and implement KPIs and SLAs for all channels managed by the MCC, ensuring performance standards are consistently met or exceeded
  
  
• Review and analyze sales, service, and contact center performance reports to develop actionable strategies that drive goal attainment and ensure timely, effective handling of member interactions across all channels
  
  
• Act as the primary liaison between the Member Contact Center and IT for advanced telephony systems, ensuring seamless integration and functionality of technologies such as IVR, call routing, and call management platforms. Stay informed on current and emerging tools to support operational efficiency and member experience.
  
  
• Ensure timely and effective resolution of member complaints and issues, maintaining a high standard of service recovery. Collaborate with the Senior Manager of Member Experience (MX) to identify recurring trends and member pain points, and proactively recommend solutions that enhance the overall member experience
  
  
• Facilitate effective two-way communication with department leadership, ensuring transparency, alignment, and timely feedback. Engage in crucial conversations as needed to support clarity, accountability, and a collaborative team environment.
  
  
• Foster a positive and respectful work environment by building strong employer-employee relationships rooted in trust, transparency, and integrity. Promote high morale within the department through open communication, recognition, and a commitment to shared values
  
  
• Oversee timely and effective hiring practices to maintain appropriate staffing levels in alignment with the approved operating plan.
  
  
• Direct and review the work of management staff, ensuring assignments and projects are aligned with departmental goals. Recommend operational efficiencies and cost-saving measures, while actively monitoring team performance to support timely decisions on promotions, development, or corrective actions.
  
  
• Develop and maintain departmental budgets, monitoring expenditures
  
  
• Exercise sound judgment in interpreting and applying policies and procedures, making exceptions when appropriate, while providing feedback on programs and processes to support continuous improvement and ensure clear, timely communication
  
  
• Participate in community activities and volunteer events to advance the organization’s mission and strengthen member and community engagement