Associate Manager - Customer Service Call Center

Job Description
- Associate Manager
- Customer Service Call Center (2600002O)
Job Description Description About  the Role:

You will lead a team of our GEC (Global Enagagemet 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 represent 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.

• 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.

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

• We provide flexibility to help you achieve a good work-life balance.
• You'll 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.

At The Association, a Great Place to Work-Certified company, we are transforming the accounting and finance profession. We are future-focused, empowering the world's most accomplished accountants to stay relevant, meet today's demands, and prepare for tomorrow's challenges through quality education, resources, and training.

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 for this role is $65,000

This is Hybrid based in Durham, NC. While this role can work remotely in the US, please note that we are unable to employ individuals in the state of California.