Job Type
Full-time
Description
Job Title: VP - Contact Center OperationsOverview: 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 vision
- FSA and HSA
- Company-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!
