AVP Call Center Services
About The Position
The AVP Call Center works directly with the VP Remote Services to mentor, lead and direct all solutions based within the assigned department for ORNL Federal Credit Union. This role assists the VP Remote Services in designing, recommending and executing short and long term production, people and growth strategies; and enforces policies and procedures to remain compliant with all regulatory requirements. The AVP of the Call Center provides strategic and operational leadership for a high-volume, multi-channel member contact center handling high volume. This role is responsible for managing and leading other leaders in the organization, driving service excellence, operational efficiency, revenue generation through consultative sales, regulatory compliance, and employee engagement. The AVP ensures the Call Center as a key strategic channel supporting member growth, retention, and overall credit union performance.
Requirements
- Five or more years of leadership or supervisory experience in financial institution is required.
- A bachelor’s degree in Business Management or a related field, or an equivalent combination of education and relevant experience is required.
- Track record of building strong, effective teams of people with complementary skills.
- Strong collaborative problem solving skills and strong project management skills.
- Ability to communicate clearly and professionally with all levels of the organization.
- Excellent written and verbal communication skills, including business writing ability.
- Excellent time management skills and accustomed to working with deadlines.
Nice To Haves
- Experience developing and leading large, diverse teams in the financial services industry is preferred.
- Call Center experience is preferred.
Responsibilities
- Oversee call quality monitoring. Ensure consistent, compliant, and empathetic member interactions. Manage escalated member issues and high-risk complaints.
- Lead initiatives to improve digital self-service adoption and channel optimization. Use data analytics to identify pain points and process gaps.
- Observes and coaches the management team to deliver balanced performance and business growth. In addition, observation of workspace for staff and facilities to ensure our brand.
- Oversee daily operations of inbound/outbound contact channels (phone, chat, email, digital). Provides direction and guidance; supports compliance and adherence to all policies and procedure.
- Evaluate and implement automation, AI tools, or digital enhancements.
- Partner with IT on system upgrades and vendor management.
- Ensure business continuity and disaster recovery preparedness.
- Works with the Remote Services VP to develop plans of actions to increase service strategies and goals for business line and ensure employee engagement.
- Monitor productivity and staffing models to meet fluctuating call volumes.
- Utilizes business platforms to review production/service reports with Managers and adjust strategies as appropriate.
- When warranted, participates in interviews for business line and provides input and guidance on selection.
- Participates in credit union initiatives, projects, and community events; some travel may be required for industry, community, and sponsored events.
- Performs other job-related duties as assigned.
- Follows Credit Union policies and procedures as well as applicable laws and regulations.
- Maintains a record of attendance and timeliness in keeping with the Credit Union's attendance policy.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
