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First City Credit Union · 19 hours ago

AVP, Contact Center

Altadena,CA,US

Full-time

Onsite

Mid, Senior Level

5+ years exp

First City Credit Union is seeking an AVP, Contact Center to lead the operations of their Contact Center. The role involves ensuring service quality, managing staffing and workflow, and promoting a consultative service culture to enhance member relationships.

Banking

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

Qualification

Contact Center metricsWorkforce managementService quality standardsSupervisory experienceCustomer service skillsSales skillsMicrosoft WordMicrosoft ExcelCritical thinkingProblem-solvingDecision-makingWritten communicationVerbal communication