[Remote] Manager - Customer Service Call Centre

Note: The job is a remote job and is open to candidates in USA. 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

Skills

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

Benefits

• Flexibility to help you achieve a good work-life balance
• Benefit options in and out of the workplace, including healthcare, retirement, paid time-off, parental leave, an employee assistance program
• Resources that support your mental health
• Flexible options for you to choose benefits that are right for you, your family and your lifestyle
• Investing in learning opportunities that help you reach your full potential and support your continued development

Company Overview

The Association is the most influential body of professional accountants, combining the strengths of the American Institute of CPAs. It was founded in 1919, and is headquartered in Durham, North Carolina, USA, with a workforce of 1001-5000 employees. Its website is http://www.aicpaglobal.com/.

Company H1B Sponsorship

Association of International Certified Professional Accountants has a track record of offering H1B sponsorships, with 1 in 2025, 1 in 2022, 2 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.