Associate Manager - Customer Service Call Center

The Association of International Certified Professional Accountants is transforming the accounting and finance profession. They are seeking an Associate Manager for their Customer Service Call Center to lead a team of Advisors, ensuring positive engagement with members and delivering high-quality service.

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

Requirements:

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