[Remote] Manager - Customer Service Call Centre

Note: The job is a remote job and is open to candidates in USA. AICPA is transforming the accounting and finance profession, and they are seeking a Manager for their Customer Service Call Centre. The role involves overseeing the Global Engagement Center teams, managing resources, and improving customer experience through data analysis and team leadership.

Responsibilities

• 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

Skills

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

Benefits

• 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.

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