Associate Manager - GEC Inbound

AICPA•Durham, NC

2d•Hybrid

About The Position

You will lead a team of our GEC (Global Engagement Center) Advisors and be responsible for positive engagement with our members. As a people manager, you will 'on-board' and manage your team. Your team represents the Association as the first contact for our prospective students, active students, and members throughout the world. You will report to a GEC Senior Manager and use a hybrid work schedule.

Requirements

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

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.