SVP, Call Center Operations

Herndon, VA
Aug 01, 2021
Aug 06, 2021
Full Time

For more than 70 years, Northwest Federal Credit Union has provided valuable financial products and services for our members. Northwest offers employees a comprehensive benefits program including: medical and dental plans, paid time off, a generous 401k match, student loan assistance, parental leave, and the opportunity to grow professionally through a wide range of job-based, classroom and online training resources. Northwest Federal Credit Union has been recognized, for the second consecutive year, as a 2021 Top Workplace by The Washington Post and we believe that our success is built upon the excellence and achievement of our employees. Together, we serve and inspire to transform lives.

Northwest Federal Credit Union (NWFCU) is seeking a Senior Vice President who will be responsible for leading the vision and strategy of our high volume call center. This key leadership role is responsible for meeting and exceeding business objectives and ensuring consistent achievement of all of operational metrics for our call center operations. The ideal candidate will have extensive customer care and management experience. The Senior Vice President of Call Center Operations will manage, inspire and motivate a growing team to ensure operational excellence, high employee engagement and service improvement is achieved.


  • Collaborate with senior leadership in setting and driving organizational vision and operational strategy designed to accommodate the rapid growth objectives of our organization
  • Manage a large team to support our goals of efficient and effective processes that produce compliant and error free processing
  • Create strategic recommendations to improve productivity while balancing service levels
  • Manage teams and processes that improve forecasts and staffing plans
  • Manage overall operational and compliance performance to meet or exceed defined metrics
  • Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
  • Prepare departmental performance reports by collecting, analyzing, and summarizing data and trends
  • Maintain and improve department operations by monitoring systems and process performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, and managing system and process improvement and quality assurance programs
  • Meet departmental financial objectives by estimating requirements, providing input on budget, scheduling expenditures, analyzing variances, and initiating corrective actions
  • Builds strong collaborative relationships across functional areas within the organization
  • Maintain professional and technical knowledge by tracking emerging trends in electronic services operations management, reviewing professional publications, and benchmarking industry leading practices
  • Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)


  • Bachelor's Degree in Business related field
  • Minimum 10 years\u2019 experience in a contact center environment
  • Demonstrated experience managing large teams is required
  • Experience in banking contact centers and knowledge of bank processes and services is preferred

EEO Notice

Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-8900 or

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