AVP of Contact Center

Under the direction of the Vice President (VP) of Digital the Assistant Vice President (AVP) of Contact Center provides strategic and operational leadership for all Contact Center communication channels and service operations. This role is accountable for driving operational excellence advancing digital service capabilities and delivering a consistently high-quality member experience across all contact channels.

The AVP of Contact Center develops and oversees Contact Center strategies policies processes controls and performance management frameworks to achieve key business outcomes and service level objectives.

In this role with UHCU you will get to:

Provide direct leadership coaching and mentorship to Contact Center Managers ensuring consistent application of leadership best practices performance management and employee development standards.
Build and sustain a strong leadership pipeline through succession planning talent development and a culture of accountability engagement and continuous improvement.
Oversee the execution of departmental priorities and deliverables to ensure operational stability and an exceptional member experience.
Foster open communication and a positive employer-employee relationship through recognition feedback and continuous performance coaching.
Perform or oversee personnel actions including hiring promotions performance improvement actions and terminations in accordance with organizational policies.
Partner with the VP of Digital to develop and execute a multi-year strategic roadmap and annual budget for Contact Center operations aligned with organizational goals digital strategy and member experience priorities.
Lead and manage complex enterprise-wide initiatives that impact member engagement service delivery and operational efficiency.
Develop and execute strategies to enhance and optimize member communication channels including phone email web/live chat SMS and future digital channels.
Collaborate cross-functionally to assess current Contact Center operations identify gaps or inefficiencies and recommend scalable solutions tools or process improvements.
Establish monitor and report on key Contact Center performance metrics (e.g. service levels wait time handle time staffing effectiveness quality scores and member satisfaction). Translate data into actionable insights and recommendations for leadership.
Own strategic management of the Five9 platform and related digital service tools ensuring systems are optimized scalable and aligned with long-term service and technology strategies.
Oversee platform configuration enhancements workflows testing and evaluation of future capabilities and integrations.
Serve as an escalation point for complex or sensitive member issues with a focus on member retention service recovery and risk mitigation.
Coordinate departmental projects and reporting related to communication channel enhancements phone tree design multilingual support training and quality assurance initiatives.
Continuously evaluate Contact Center policies procedures staffing models and workflows to ensure consistency accountability and operational excellence.
Maintain deep knowledge of contact center technologies trends and best practices and their application to member service delivery.
Ensure operational issues or failures are promptly identified escalated and communicated to internal stakeholders and external partners to minimize member impact.
Monitor regulatory compliance and industry developments impacting Contact Center operations and ensure appropriate controls and processes are in place.
Build and maintain strong relationships with third-party vendors to support Contact Center operations and technology solutions.
Partner with vendors to resolve issues implement enhancements and develop proactive operational procedures.

What you will need to succeed:

Minimum Qualifications
Bachelors degree from an accredited college or university in Business Administration Management Finance Information Technology or a related field.
Minimum of 5 years of progressive experience in Contact Center operations including multi-channel service environments.
Minimum of 3 years of management experience with responsibility for developing strategies leading leaders and managing direct and indirect reports.
Demonstrated experience leading remote and/or hybrid teams.
Proven experience implementing and optimizing contact center communication channels.
Strong analytical and process-improvement skills with experience leveraging KPIs to drive operational and strategic decisions.
Working knowledge of state and federal financial institution regulations.
Strong written and verbal communication skills with the ability to collaborate effectively across all levels of the organization.

Preferred Qualifications
Masters degree in Business Administration (MBA) or related advanced degree.
5 years of experience in a financial institution or related industry.
5 years of contact center leadership experience with responsibility for large-scale teams and strategic planning.
Experience managing and scaling teams of 20 direct and indirect reports.
Experience with project management methodologies and system implementations.
Experience in a credit union or banking environment.
Experience with Episys Quest (Symitar) and Five9 IVA and DVA.

About United Heritage Credit Union:

The Credit Union was established in 1957 as an Austin-based credit union and over 65 years later we continue to serve communities in Central Texas Austin and Tyler communities as well as those that live in the rest of Texas through TXCC membership. Through innovative technology exemplary service standards and competitive products United Heritage continues to be a strong force in the credit union industry. UHCU has over $1.6 billion in assets more than 78000 members 10 branch locations and approximately 270 employees. We are a full-service financial institution whose vision is To be your primary financial institution. Being part of our credit union means being part of our community.

UHCU Offers:

• Competitive Benefits Package
• 401(k) options (Pre-Tax or Roth)
• Generous paid time off (PTO)
• Tuition Reimbursement Program

Important Note: We take hiring very seriously. Interviewing at UHCU may include phone interviews as well as 1st & 2nd round interviews. We are unable to follow-up with each and every applicant but we do our best to run a thorough process for candidates whom we identify as a potential fit. We will be sure to contact you if that is the case!