Head of National Contact Center

Summary:

The Head of National Contact Center provides strategic leadership for the credit union's contact center operations, member service experience, and workforce performance. This role is responsible for developing and executing service strategies that drive member satisfaction, operational efficiency, and business growth while leveraging advanced technologies to enhance service delivery. The Vice President oversees contact center technology, performance analytics, workforce optimization, and talent development, ensuring a high-performing team that delivers exceptional member experiences across all channels

Duties & Responsibilities:

Strategic Leadership & Member Experience

• Develop and execute a multi-year Member Service Center strategy aligned with organizational goals, growth objectives, and member experience priorities.
• Create and implement innovative service delivery models that enhance member engagement while improving efficiency, consistency, and scalability.
• Partner with executive leadership to define the future state of member interactions across voice, chat, AI-assisted, digital, and self-service channels.
• Champion a culture of service excellence that strengthens member loyalty, improves retention, and enhances the organization's brand and reputation.
• Lead organizational change initiatives impacting member service operations and employee experience.

Contact Center Operations & Technology

• Provide oversight for all contact center operations, workforce planning, service delivery, quality management, and performance optimization.
• Identify, evaluate, and implement emerging technologies, including artificial intelligence, machine learning, conversational AI, automation, and agent-assist technologies to improve service delivery and operational efficiency.
• Develop AI-driven strategies that reduce call volume, improve first-contact resolution, enhance self-service capabilities, and elevate the employee and member experience.
• Lead the workforce and cultural transition associated with AI and automation adoption, ensuring employees are supported and engaged as service shifts to digital-first channels.
• Lead platform optimization initiatives that improve routing strategies, workforce management, call handling efficiency, quality monitoring, forecasting accuracy, and member satisfaction.
• Ensure effective business continuity, disaster recovery, and operational resilience plans are maintained and tested regularly.

• Establish and monitor key performance indicators that support exceptional member experiences and operational effectiveness.
• Utilize advanced analytics and reporting tools to identify trends, uncover service opportunities, and drive continuous improvement.
• Ensure sound risk management practices and compliance with all regulatory and organizational requirements.

 

Leadership & Talent Development

• Build, lead, and develop a high-performing leadership team capable of supporting a growing and evolving member service operation.
• Foster an environment of accountability, collaboration, innovation, continuous learning, and professional development.
• Establish clear performance expectations and provide coaching, feedback, and development opportunities for leaders and team members.
• Maintain a visible, hands-on presence in day-to-day operations, partnering directly with frontline leaders and stepping in on escalations and high-impact issues.

 

Requirements:

Education and Experience Requirements:

• Bachelor's degree in Business Administration, Finance, Management, or a related field required.
• Minimum of ten (10) years of progressive leadership experience in contact center, member service, banking, financial services, or related operational environments.
• Minimum of five (5) years leading multiple levels of leadership within a large-scale, multi-state contact center operation.
• Experience leading nationwide contact center operations, supporting members across multiple time zones and markets.
• Experience managing enterprise contact center platforms such as Five9 or equivalent technologies.

 

Required Knowledge, Skills and Abilities:

• Deep knowledge of modern contact center operations, workforce management, quality assurance, and member experience best practices.
• Proven ability to leverage artificial intelligence, automation, and emerging technologies to improve business outcomes.
• Advanced analytical and financial acumen with the ability to translate complex data into strategic recommendations.
• Exceptional leadership, coaching, and team development skills.
• Strong interpersonal skills with a demonstrated ability to build trust with frontline staff and navigate difficult conversations directly.
• Strong knowledge of contact center technologies, cloud platforms, CRM systems, workforce management systems, and performance analytics tools.
• Ability to lead large-scale transformation initiatives while maintaining operational excellence.
• Excellent executive presence, communication, presentation, and influencing skills.
• Demonstrated ability to build strong partnerships across business functions and lead through change.
• Strong business judgment, problem-solving, and decision-making capabilities.
• Ability to manage multiple priorities in a fast-paced and evolving environment.