Associate Manager - Customer Service Call Center

GEC Team Leader

You will lead a team of our GEC (Global Engagement Center) Advisors and be responsible for positive engagement with our members.

As a people manager, you will 'on-board' and manage your team. Your team represents the Association as the first contact for our prospective students, active students, and members throughout the world.

You will report to a GEC Senior Manager and use a hybrid work schedule.

You Will:

• Deliver a high-quality member experience and quantitative productivity.
• Manage the team and ensure that they are motivated and engaged to deliver performance in all areas
• Identify coaching opportunities for your team, based on quality and customer feedback, communicating actions within the team
• Ensure your team has the skills to deliver an excellent member experience and that they are aware of the value of their contribution to the Association.
• Plan and oversee the movement of resource between teams to ensure that peak periods across the teams are balanced.
• Assign and manage work channels. Ensure that there is resource to manage the different channels in response to changes in demand.
• Meet the performance goals set against metrics, such as revenue target and number of calls handled.

You Have:

• 4+ years' related experience
• 3 years working in a customer service role
• Experience leading/managing people
• College, or higher academic qualification

How We Support You:

We provide flexibility to help you achieve a good work-life balance. You'll be part of a global, diverse team who foster an environment of inclusion and belonging where you are valued for who you are and where you come from.

We offer benefit options in and out of the workplace, including healthcare, retirement, paid time-off, parental leave, an employee assistance program. We provide resources that support your mental health, and evolve our offerings to meet your needs. We care about our employees' welfare and focus our benefits package on the benefits which support your wellbeing. We also recognize that everyone has different priorities, so in addition to our core benefits to support your health we offer flexible options for you to choose benefits that are right for you, your family and your lifestyle.

We believe in non-stop learning and are committed to investing in learning opportunities that help you reach your full potential and support your continued development.

About Us:

At The Association, a Great Place to Work-Certified company, we are transforming the accounting and finance profession. We are future-focused, empowering the world's most accomplished accountants to stay relevant, meet today's demands, and prepare for tomorrow's challenges through quality education, resources, and training.

The Annual Salary for this role is $65,000. Please note, this is a standard range and exact compensation may vary based on experience and location. If you'd like to understand more on the salary range, please contact the recruiter listed on this posting.

If you're interested in this role, please apply before 23rd June. This is Hybrid based in Durham, NC. While this role can work remotely in the US, please note that we are unable to employ individuals in the state of California.