AVP, Contact Center

First City Credit Union•Altadena, CA

About The Position

The AVP, Contact Center will assume, but not be limited to, the following responsibilities: Retains full responsibility for planning, directing, organizing and leading the day-to-day operations of the Contact Center to ensure service quality, efficiency, and member satisfaction. Leads the evolution of the Contact Center into a true e-Branch, focused on relationship-based service delivery, digital adoptions, and first-contact resolution rather than basic call routing or transactional handling. Manages staffing models, scheduling, workflow design, and workforce utilization to align operational capacity with member demand and strategic objectives. Develops, coaches, and evaluates Contact Center leadership and staff, establishes clear performance expectations aligned with quality, outcomes, and member experience. Promotes a consultative, service-to-sales culture that mirrors in-branch service standards and supports deeper member relationships. Oversees quality assurance standards, service consistency, and escalation management to ensure timely and professional resolution of member concerns. Analyzes performance data, trends, and member feedback to identify improvement opportunities and recommend operational as well as training enhancements. . The successful candidate will possess the following education, knowledge and skillsets: Two-year college degree or equivalent preferred. Minimum five years' experience in a call center, lending operations or new accounts in a financial institution. Minimum three years supervisory experience. Strong understanding of Contact Center metrics, workforce management, and service quality standards. Knowledge of applicable regulatory requirements, workforce management, and service quality standards. Personal Computer proficiency with Microsoft Word and Excel. Excellent written and verbal communication, customer service and sales skills. Strong critical thinking, problem-solving and decision-making abilities. We provide competitive compensation and benefits package that includes: Health, dental, and vision plans 401(k) plan Life insurance Paid Time Off (PTO) Plan Paid holidays EOE

Requirements

Minimum five years' experience in a call center, lending operations or new accounts in a financial institution.
Minimum three years supervisory experience.
Strong understanding of Contact Center metrics, workforce management, and service quality standards.
Knowledge of applicable regulatory requirements, workforce management, and service quality standards.
Personal Computer proficiency with Microsoft Word and Excel.
Excellent written and verbal communication, customer service and sales skills.
Strong critical thinking, problem-solving and decision-making abilities.

Nice To Haves

Two-year college degree or equivalent preferred.

Responsibilities

Planning, directing, organizing and leading the day-to-day operations of the Contact Center to ensure service quality, efficiency, and member satisfaction.
Leads the evolution of the Contact Center into a true e-Branch, focused on relationship-based service delivery, digital adoptions, and first-contact resolution rather than basic call routing or transactional handling.
Manages staffing models, scheduling, workflow design, and workforce utilization to align operational capacity with member demand and strategic objectives.
Develops, coaches, and evaluates Contact Center leadership and staff, establishes clear performance expectations aligned with quality, outcomes, and member experience.
Promotes a consultative, service-to-sales culture that mirrors in-branch service standards and supports deeper member relationships.
Oversees quality assurance standards, service consistency, and escalation management to ensure timely and professional resolution of member concerns.
Analyzes performance data, trends, and member feedback to identify improvement opportunities and recommend operational as well as training enhancements.