[Remote] Manager - Customer Service Call Centre
Note: The job is a remote job and is open to candidates in USA. The Association of International Certified Professional Accountants is transforming the accounting and finance profession. They are seeking a Manager for the Global Engagement Center to oversee teams handling inbound calls, emails, and chats, while improving customer experience and managing resources effectively.
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
- Flexibility to help you achieve a good work-life balance
- Benefit options in and out of the workplace, including healthcare, retirement, paid time-off, parental leave, an employee assistance program
- Resources that support your mental health
- Flexible options for you to choose benefits that are right for you, your family and your lifestyle
- Investing in learning opportunities that help you reach your full potential and support your continued development
Company Overview
Company H1B Sponsorship