Manager, Member Service Center - Voice Channel - Broadview Federal Credit Union : Job Details

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. Essential Job Functions/ 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 b...Member Service, Manager, Service, Hospitality, Operations, Retail, Banking