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Associate Manager - Member Service Center

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Member Service/Support
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SUMMARY      
The Member Service team serves to support the needs of members and customers along with Institute wide business initiatives. Member Service is responsible for more than 700K Member inquiries and transactions annually and represents the business area with the most direct interactions with members of the Association.
 
The Associate Manager – Member Service Center is responsible for managing staff who perform inbound/outbound calls, emails, chat and for handling or processing work and overseeing the work of his/her assigned team. The primary role of the Member Service Supervisor is achieving qualitative and quantitative service level metrics in the most efficient and cost-effective manner while providing front line support for specialists.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Train, coach and develop direct reports
  • Identify training and coaching opportunities based on monitoring
  • Handle escalated service issues including member follow-up
  • Monitor work of direct reports at pre-established sampling levels
  • Assist in procedure development, training and documentation
  • Manage project materials, reports and timelines, including specialist scripts, logs, and contact records
  • Ensure calls are routed appropriately
  • Work with internal service customers to establish outbound service programs including project goals and metrics.
  • Look for trends and root causes of volume performance changes; suggest resolution and improvements.
SUPERVISORY RESPONSIBILITIES
  • Supervise up to 12 phone, email and/or processing staff members
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
  • Working knowledge of call center technology (IVR, Witness/Nice, CMS, CTI, CRM, ACD)
  • Knowledge of Oracle
  • Advanced level of knowledge of Excel, Word, and PowerPoint
  • Experience leading teams to transition manual processes to automation
  • Overall strong verbal and written communication skills
  • Superior project management and organizational techniques 
 
EXPERIENCE REQUIRED
  • 3-4 years’ experience working on the AICPA Member Service team 
  • Or – 4 -6 years overall working experience
     
EDUCATION REQUIRED
  • Associate’s degree
EXPERIENCE/EDUCATION PREFERRED
  • Bachelor’s degree
  • 1-2 years supervisory experience

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.

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