Manager - Customer Service Call Centre

The Association of International Certified Professional Accountants is transforming the accounting and finance profession. They are seeking a Manager for the Global Engagement Center to oversee teams handling inbound calls, emails, and chats, while improving customer experience and managing resources effectively.

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

Requirements:

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