AVP, Contact Center

Job Description

Job Description

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 :

Minimum five years' experience in a call center, lending operations or new accounts in a financial institution.

Strong understanding of Contact Center metrics, workforce management, and service quality standards.

Knowledge of applicable regulatory requirements, workforce management, and service quality standards.

We provide competitive compensation and benefits package that includes :

EOE

Job Posted by ApplicantPro