Associate Manager Customer Service
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- Feb 27, 2024 Post Date
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- 9687 Total Views
About the Role:
Responsible for onboarding’, developing our Member Engagement Advisors (MEA), Responsible for positive engagement with our members and for performing our Member Engagement Advisors. You will also support commercial performance, member experience and achieving a sales target. You will seek ways to grow staff engagement, increase membership, improve member experience, encourage members/students to re-register, grow product sales. You will report to Associate Director
You Will:
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Create a motivational environment that inspires employee engagement and motivates the team by conveying the value they bring to the Association and encouraging a partner mindset in all work.
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Use quality scores, member feedback, individual sales productivity targets to identify training opportunities for the MEA and provide real-time feedback.
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Select MEAs that have the right skills to deliver an excellent member experience and ensuring they receive all necessary training.
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Ensure there is resource to manage work for the different campaigns while remaining in response to unexpected/planned increases in customer contact via any one work channel.
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Use an analytical approach to prioritizing where the team can contribute the most to our strategic indicatives.
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Manage campaigns to create new revenue opportunities, stop students and members lapsing and improve the student and member experience.
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Work with all partner teams, provide updates on changes to processes and represent the Global Engagement Center at marketing meetings to coordinate tactics and lead improvements.
You Have:
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Bachelor’s degree in any field.
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Excellent knowledge of call center technology
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Member Engagement Advisors – up to 12
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And develop cooperative groups including delegating, trust building, and supporting promotive interaction
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Demonstrated project management ability.
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Advanced level of knowledge of Excel, Word, and PowerPoint and a working knowledge of call center technology
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Experienced in a customer service role, people management in a contact center environment including people responsibility and leadership skills.
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Strong sales experience with a proven experience achieving results
- #LI-Hybrid
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#LI-JS1
How We Support You:
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, annual leave, parental leave, an employee assistance program. 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.
We believe in non-stop learning and are committed to investing in learning opportunities that help you reach your full potential and support your continued development.
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.
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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.
Equal Employment Opportunity
The Association of International Certified Professional Accountants is committed to creating a diverse environment and is proud to be an equal opportunity and affirmative action employer. All employment decisions are based on business needs without regard to race, color, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other applicable legally protected status. All qualified candidates are encouraged to apply.
Assistance
If you are an applicant with a disability who is unable to use our online tools to search and apply for jobs, please send an email to HumanResources@aicpa-cima.com