VP - Contact Center Operations - Chatsworth onsite

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 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!

Equal Opportunity Employer - Veteran / DIsabled

Drug-free Workplace