Manager Customer Service Call Centre
Job Location:
Durham, NC - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
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 Associations 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. Youll 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 worlds most accomplished accountants to stay relevant meet todays demands and prepare for tomorrows challenges through quality education resources and training.
Learn more about The Association on LinkedIn and our Career Site.
#LI-Hybrid #GreatPlacetoWork
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: $95000
Please note this is a standard range and exact compensation may vary based on experience and location. If youd like to understand more on the salary range please contact the recruiter listed on this posting.
If youre 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.
Required Experience:
Manager
About Company
About the Role:You will oversee the end-to-end lifecycle management and commercial performance of an assigned learning product portfolio across all...
