Associate Manager - Customer Service Call Center

AICPA is a Great Place to Work-Certified company transforming the accounting and finance profession. The Associate Manager will lead a team of Global Engagement Center Advisors, ensuring positive member engagement and high-quality service delivery.

Responsibilities:

• 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

Requirements:

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