Associate Manager - GEC Blended/Outbound

About the Role:

You will lead member and student service delivery in our Contact Center, offering technical support, membership, retention, progression, and engagement activities. You will help deliver accurate, multichannel service while improving customer experience, operational performance, and member value.

You will report to the Senior Manager - Global Engagement Centre and use a hybrid work schedule.

You Will:

• Lead inbound, outbound, chat, email, social, technical, membership, or student service activities as assigned.

• Deliver accurate, professional responses and resolve member, student, prospect, or customer needs.

• Monitor service levels, quality, productivity, revenue, retention, progression, and customer experience measures.

• Developing and coach team members and allocate resources across channels and priorities where applicable.

• Handle escalations, identify causes, and partner with other teams to improve end-to-end customer journeys.

• Maintain accurate customer, membership, application, case, knowledge, or technical records in approved systems.

• Support campaigns and programs that improve retention, conversion, engagement, product awareness, and member value.

• Use data, feedback, technology, and process improvement to strengthen service efficiency and experience.

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You Have:

• 4+ years of experience in a customer service or call centre environment.
• 3+ years experience of people management and leadership responsibilties
• Experience achieving target-based sales

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 recognise 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, colour, 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.

Additional Information

Equal Employment Opportunity

The Association of International Certified Professional Accountants is dedicated to fostering a diverse environment and is committed to being an equal opportunity 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

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