Manager - Customer Service Call Centre

AICPA • Durham, NC

7d • Hybrid

About The Position

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.

Requirements

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

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

Benefits

• healthcare
• retirement
• paid time-off
• parental leave
• employee assistance program
• resources that support your mental health

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed