Job TypeFull-time
Description
Job Title: VP - Contact Center Operations
Overview:
The VP Contact Center Operations leads Premier America Credit Union's contact center strategy, service quality, operational performance, risk controls, and service technology. This role sets service standards, improves first-contact resolution, advances AI-enabled self-service, strengthens workforce planning, and partners across the enterprise to deliver a consistent member experience.
What You Will Do:
Set Contact Center strategy, service standards, performance priorities, and enterprise alignment.
Partner with Branch leadership to align referrals, escalations, communications, hours, and handoffs across channels.
Maintain procedures and controls aligned with policies, regulations, and member experience standards.
Lead CCaaS transformation, including queue design, routing, escalation paths, quality expectations, and measurement.
Prepare teams for new products, services, processes, and digital servicing capabilities.
Own knowledge management, including governance, approvals, version control, communication, and adoption.
Use dashboards, scorecards, and governance routines to drive accountability and continuous improvement.
Oversee vendor strategy, contracts, service levels, risk reviews, roadmap alignment, financial management, and benefits realization.
Partner with Technology and vendors on implementation, testing, change management, optimization, Salesforce servicing, authentication, workforce management, analytics, and secure integration.
Maintain business continuity, disaster recovery, incident response, alternate routing, surge staffing, escalation, communications, and recovery practices.
Review staffing plans, forecasts, schedules, and workforce practices to support coverage and performance.
Lead executive updates and presentations on performance, risks, priorities, tradeoffs, and transformation plans.
Stay current on contact center and member operations trends.
Manage the department including leader development, coaching, succession planning, ensuring performance standards and overseeing the budget.
Oversee service processes, accuracy, and quality controls.
Requirements
What We Are Looking For:- 10+ years of banking, credit union, financial services, or contact center operations experience, including 5+ years in management.
- Bachelor's degree in business, operations management, technology, or related field required; MBA or related Master's preferred. Equivalent relevant experience may be considered.
- Knowledge of banking products, services, contact center operations, and member experience.
- Experience meeting service, satisfaction, resolution, abandonment, handle time, and productivity goals.
- Familiarity with CCaaS, workforce management, quality management, AI-enabled servicing, authentication, analytics, and secure technology.
- Knowledge of compliance requirements, including authentication, privacy, call recording, complaints, accessibility, records retention, and third-party risk.
- Strong analytical, budgeting, prioritization, problem-solving, adaptability, and execution skills.
- Able to support a 24-hour organization with flexibility and sound judgment.
- Leads with sound judgment, member focus, clear communication, and ethical leadership. Builds trust, motivates others, and fosters productive relationships.
- Pay Grade Info :The base pay range for this position is: 148k-185k/annually
- Perks Important to You:
Our Team: Members enjoy the following rewards and benefits:
- Competitive pay
- Subsidized health care including medical, dental and visionFSA and HSACompany-Paid Life and A&D insurance
- Discounts on loans (must be a member)
- Paid Vacation, Holiday, and Sick time 401k Retirement Saving Plan with a 6% safe harbor employer match
- Educational Assistance Program and more!
Equal Opportunity Employer: Veteran / DIsabledDrug-free Workplace
