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Advanced Call Center Technologies, LLC · 1 week ago

Call Center Director of KYC/AML Operations

Johnson City, TN

Full-time

Onsite

Director/Executive

8+ years exp

Advanced Call Center Technologies, LLC is seeking a seasoned Call Center Site Director with expertise in KYC/AML processes to lead customer service operations. This role is responsible for overseeing performance, employee engagement, regulatory compliance, and operational efficiency while managing a high-performing team in a dynamic environment.

Information TechnologyLogisticsSoftwareTelecommunications

Hiring Manager

Tiffany Clanton

Responsibilities

Oversee day-to-day call center operations, including workforce management, service levels, quality, and productivity

Lead site-wide strategy execution, ensuring alignment with organizational goals and compliance standards

Analyze KPIs and drive performance improvements in customer experience, resolution time, and compliance adherence

Ensure full compliance with KYC, AML, and other regulatory standards in daily operations

Collaborate with Compliance and Risk departments to implement and audit KYC processes

Lead training initiatives to keep agents and managers up-to-date on KYC regulations and fraud detection procedures

Directly manage site operations leadership, including Operations Managers, Team Leaders, and Support Staff

Foster a high-performance culture through coaching, talent development, and performance management

Drive employee engagement and retention initiatives

Act as a key point of contact for internal stakeholders including Compliance, Product, Legal, and Risk teams

Provide strategic input to cross-functional initiatives involving customer onboarding, fraud prevention, and digital identity verification

Qualification

KYC/AML complianceCall center operationsRegulatory frameworksPerformance improvementTeam managementAnalytical skillsCommunication skillsOrganizational skills

Required

Bachelor's degree in Business, Operations, Finance, or related field (Master's preferred)

8+ years of call center operations experience, with 5+ years in a senior leadership role

5+ years of experience with KYC/AML compliance in a regulated industry (finance, fintech, BPO)

Proven experience managing large teams (200+ FTEs) in multi-channel contact centers (voice, email, chat)

Strong understanding of regulatory frameworks such as BSA/AML, GDPR, and PCI DSS

Demonstrated success driving performance and compliance in high-volume environments

Excellent communication, organizational, and analytical skills

Benefits

Strong bonus potential

Excellent benefits

Employee-owned organization

Company

Advanced Call Center Technologies, LLC

Glassdoor3.4

Advanced Call Center Technologies, LLC (ACT) is a premier provider of domestic (USA), near shore and far shore outsourced call center services to the financial services, mortgage, telecommunications, healthcare, cable and retail industries.

Founded in 1997

Berwyn, Pennsylvania, USA

5001-10000 employees