Associate Manager - Customer Service Call Center

About the Role

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 onboard 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.

Responsibilities

• Deliver a high-quality member experience and quantitative productivity.
• Manage the team and ensure 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 resources between teams to ensure peak periods are balanced.
• Assign and manage work channels. Ensure 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.

Requirements

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

Benefits

• Flexibility to help you achieve a good work-life balance.
• Part of a global, diverse team that fosters an environment of inclusion and belonging.
• Benefit options in and out of the workplace, including healthcare, retirement, paid time-off, and parental leave.
• Employee assistance program and resources that support mental health.
• Flexible benefits to choose options that are right for you, your family, and your lifestyle.
• Commitment to investing in learning opportunities to help you reach your full potential and support continued development.

Pay

The annual salary for this role is $65,000. Please note, this is a standard range and exact compensation may vary based on experience and location.

Schedule

This role 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.

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 world's most accomplished accountants to stay relevant, meet today's demands, and prepare for tomorrow's challenges through quality education, resources, and training. Learn more about The Association on LinkedIn and our Career Site.