AVP, Contact Center

First City Credit Union • Altadena, CA

2d

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.

Requirements

• 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.

Responsibilities

• Planning, directing, organizing and leading the day-to-day operations of the Contact Center
• Leads the evolution of the Contact Center into a true e-Branch
• Manages staffing models, scheduling, workflow design, and workforce utilization
• Develops, coaches, and evaluates Contact Center leadership and staff
• Promotes a consultative, service-to-sales culture
• Oversees quality assurance standards, service consistency, and escalation management
• Analyzes performance data, trends, and member feedback

Benefits

• Health, dental, and vision plans
• 401(k) plan
• Life insurance
• Paid Time Off (PTO) Plan
• Paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: Associate degree
• Number of Employees: 101-250 employees