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.
