Manager - Customer Service Call Centre

About the Role

You will have oversight of the GEC (Global Engagement Center) teams performing inbound calls, email, chat and processing/fulfillment of work in the GEC. You will plan your resources to help deliver outbound campaigns that bring value to the Association.

You will report to the Director - GEC and use a hybrid work schedule. You will manage a team of up to 6 Associate Managers.

You Will

• Lead a team of people, observing the Association's Management Charter, with managing people being the primary responsibility.
• Manage Advisors and Associate Managers, creating succession planning for future management roles
• Manage all high-level escalations from within the team and work with partner teams to improve the experience we deliver to our members.
• Deputize for the Director and represent the GEC in several departmental capacities.
• Use data analytics and trend analysis to look for ways to improve the customer experience and overall GEC performance
• Coordinate with management in assessing and fulfilling staffing requirements
• Establish and cultivate relationships with partner teams within the Association, collaborating to influence changes to both internal and member-facing practices
• Coordinate with partner teams and management to mitigate risks to the operation and define business continuity
• Seek ways to enhance the inbound team by adding value through revenue generating activities, alternative engagement with customers, and seamless service support

You Have

• 2+ years management experience in the GEC or other contact center environments

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.

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.

Learn more about The Association on LinkedIn and our Career Site.

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We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

The Annual Salary Range for this role is: $95,000

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 17 July

While this role can work remotely in the US, please note that we are unable to employ individuals in the state of California.

Additional Information

Equal Employment Opportunity

The Association of International Certified Professional Accountants is dedicated to fostering a diverse environment and is committed to being an equal opportunity employer. All employment decisions are based on business needs without regard to race, color, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other applicable legally protected status. All qualified candidates are encouraged to apply.

Assistance

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