[Remote] Associate Manager - Customer Service Call Center

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 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

Skills

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

Benefits

• We provide flexibility to help you achieve a good work-life balance.
• We offer benefit options in and out of the workplace, including healthcare, retirement, paid time-off, parental leave, an employee assistance program.
• We provide resources that support your mental 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.
• This is Hybrid based in Durham, NC.
• While this role can work remotely in the US, please note that we are unable to employ individuals in the state of California.

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.