VP - Contact Center Operations - Chatsworth onsite

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.