Manager, Member Service Center - Voice Channel
About The Position
If you are ready to join a company that truly cares about its employees, our members, and our community then you have come to the right place! Summary of Role: The Manager of the MSC Voice Channel provides strategic and day-to-day leadership for a team of supervisors and their frontline representatives. With a strong focus on hospitality, this leader fosters a culture of empathy, excellence, and empowerment while ensuring the voice team consistently meets performance targets and delivers an exceptional member experience. Reporting to the VP of the Member Service Center, this role is critical in driving operational effectiveness and team engagement across the voice channel.
Requirements
- 5+ years of contact center experience, including 2+ years in a leadership role within financial services.
- Demonstrated success leading and developing teams to deliver results and exceptional service.
- Strong communication, coaching, and problem-solving skills.
- Proficiency in interpreting performance data and driving operational improvements.
- Excellent oral, written and auditory communication skills.
- Excellent interpersonal and collaboration skills.
- Must be able to maintain a high level of confidentiality.
Nice To Haves
- Experience with banking and call center systems preferred.
- Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.
Responsibilities
- Lead, coach, and develop a team of approximately four supervisors, ensuring consistent execution of service and performance standards.
- Champion a culture of hospitality by modeling empathy, connection, and care across all member interactions.
- Monitor and analyze key metrics (SLAs, KPIs, member feedback), identifying opportunities for continuous improvement.
- Collaborate with cross-functional leaders to streamline processes, remove barriers, and align on service expectations.
- Serve as an escalation point for complex member issues, providing guidance to supervisors and frontline staff.
- Partner with HR and Training to deliver coaching, onboarding, and ongoing development aligned with credit union values.
- Drive accountability through performance management, recognition, and clear expectations.
- Ensure proper staffing coverage, workflow optimization, and adherence to compliance standards.
- Support enterprise initiatives and innovation by bringing forward insights from the voice team.
- Cross-trained to understand and support digital operations as needed for seamless member support.
Benefits
- plus a competitive benefits package
- At Broadview FCU, your career is so much more than a job.
- Grow personally and professionally with access to opportunities to apply your strengths and unleash your potential.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
