Connection Center Manager

Digital Services Manager

Novi, MI, USA | Salary | Full Time

Our Purpose At Vibe, we are driven by our mission to elevate community and create opportunity. We believe in fostering an environment of inclusivity where every team member has the chance to grow professionally. Guided by our core values - be inclusive, educate, embrace change, and seek opportunities - we are dedicated to making a positive impact in the lives of our members and communities. As we continue to grow and expand our team, we are seeking passionate individuals who share our vision and are eager to join us in our journey. If you are someone who is passionate about making a difference and is committed to creating a brighter future for our communities, we invite you to explore this exciting opportunity at Vibe!

Position Purpose

This role plays a vital part in advancing our mission by empowering each team member to reach their fullest potential through ongoing coaching and development. As the Digital Services Manager, you will be responsible for delivering exceptional service to both internal teams and external members. By providing strategic leadership, guidance, and support to the Digital Services team, you will ensure a seamless, high-quality experience for our members. Additionally, you will collaborate closely with the Director of Digital Services to drive innovation, streamline processes, and uphold the credit union's commitment to outstanding service and member satisfaction.

Essential Duties

• Team Management
• Operations Oversight
• Member Experience
• Process Improvement
• Reporting and Analysis

Team Management

Lead, coach, and motivate a team of call center agents to achieve performance targets. Conduct regular team meetings and one-on-one sessions to provide feedback, address concerns, and recognize achievements. Develop and implement training programs to enhance team skills and knowledge.

Operations Oversight

Monitor and manage daily call center operations to ensure efficient handling of inbound and outbound calls, text messages, chats, email, lending inquiries, and onboarding. Analyze call center metrics and KPIs to identify areas for improvement and implement corrective actions. Ensure compliance with credit union policies, industry regulations, and best practices. Support the development and management of incentive programs for call center representatives, phone-based lending, and outbound sales teams to drive engagement and performance.

Member Experience

Develop and maintain strong relationships with members by ensuring high-quality service and resolving escalated issues promptly. Implement strategies to enhance member satisfaction and loyalty. Gather and analyze member feedback to drive continuous improvement in service delivery.

Process Improvement

Identify opportunities to streamline processes and improve efficiency within the Digital Services call center. Collaborate with other departments to optimize workflows and enhance overall member experience. Implement and monitor innovative technologies and tools to support call center operations.

Reporting and Analysis

Prepare regular reports on call center performance, including call volume, response times, resolution rates, and member satisfaction. Present findings and recommendations to senior management. Utilize data to forecast call center needs and allocate resources effectively. Follow policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Customer Due Diligence (CDD) daily to ensure compliance with current regulations. Possess complete knowledge of regulations governing lending for credit unions.

Education / Experience

Bachelor's degree in business, Communications, or a related field (preferred). Minimum of 5 years of experience in a call center environment, with at least 3 years in a leadership role. Proven history of managing teams and achieving performance targets. Strong knowledge of call center operations, including inbound, outbound, lending, and onboarding processes. Excellent communication, interpersonal, and critical thinking skills. Proficient in using call center software and CRM systems. Ability to work in a fast-paced environment and oversee multiple priorities.

Skills / Abilities

Leadership and team development Expertise in call center operations Strong member service orientation Excellent verbal and written communication Analytical and problem-solving capabilities Process optimization and continuous improvement. Technical proficiency with call center tools and CRM systems Sales acumen and in-depth financial product knowledge Effective conflict resolution and de-escalation Strategic planning and decision-making