Manager - Member Service Center
The American Institute of Certified
Public Accountants is a national, professional association of CPAs, with more
than 412,000 members from all areas of practice and over 144 countries (for
more about who we are and what we do, check out our About page). The AICPA Team is comprised of more than 800
dynamic professionals across a variety of service areas. Whether you like to be
out in front connecting with members, prefer to work behind the scenes, or fall
somewhere in between, the AICPA has the perfect fit for you. The AICPA family
embraces integrity, passion, innovation and collaboration. If that sounds like
you, we want to get to know you better! Browse our job listings and
submit an application today.
Responsible for managing all resources performing inbound/outbound calls, email, chat and processing/fulfillment of work in Member Service. The primary role is to achieve qualitative and quantitative service level metrics in the most efficient and cost-effective manner. Accountable for the delivery of excellent customer service through effective leadership and management of Member Service.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Represent Member Service in customer service performance discussions including reporting to senior management and handling escalated member/customer issues.
- Ensure staff is supported with communications and feedback mechanisms for the successful dissemination of information required for positive daily performance.
- Ensure daily, weekly, monthly and quarterly productivity, quality, member perception survey and service level metrics are achieved.
- Look for trends and root causes of volume or performance changes.
- Identify training and coaching opportunities based on QA feedback.
- Create Member Service business plans and project plans; create monitoring/reporting tools for business initiatives.
- Serve as a Member Service management representative in inter-departmental planning/coordination meetings.
- Facilitate process improvement analysis/documentation by working directly with other members of the Member Service management team and general AICPA management.
- Identify ways to eliminate paper and streamline all operational functions within Member Service.
- Look for trends and root causes of volume or performance changes; implement resolutions and/or improvements.
- Analyze and determine where controls are needed for a better audit trail of operational processes within the department and also within inter-departmental handoffs.
- Ensure that Member Service has a comprehensive business continuity plan in place encompassing the documentation of all processes, responsibilities, contacts, etc.
- Handle escalated service issues including member call-backs and escalations.
- Identify volume drivers and pursue solutions to reduce volumes.
- Help to reduce attrition in Member Service and maintain annual goals.
- Manage 2-4 supervisors and their teams.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
- A proven ability to mentor, coach, and influence a diverse group to use their unique abilities to reach common and personal goals
- A proven ability to work well in a team environment and also independently with no guidance
- A proven ability to positively influence decision-making among leadership
- A proven ability to establish and cultivate meaningful professional relationships
- Ability to manage complex projects from infancy to implementation
- Written and oral communication skills with a proven track record of positively influencing others
- Ability to prioritize and manage multiple tasks
- Member Service oriented
- Supervisory / leadership experience
- Creative problem solver
- Good organizational skills and management skills
EXPERIENCE REQUIRED
·3-5 experience managing in a service level/metric driven environment
·Experience in managing/contributing on quality assurance monitoring initiatives
·Working knowledge of call center technology (IVR, WFM, Quality Monitoring, CMS, CTI, CRM, ACD)
·Experience in a multi-channel environment (Web Support, Inbound, Outbound, E-response, and Vendor Management)
·Very strong presentation skills
·Strong MS Excel, Word and Power Point skills
EXPERIENCE PREFERRED
·3-5 years of management experience with front line and supervisory associates, preferably in a customer service or operations support role
·Proven success in operational reengineering projects highly preferred
·Experience as a trainer or exposure to training delivery concepts
·Experience managing in a financial services, trade association or mature service operation
·Experience with Oracle
·Advanced knowledge of Excel and PowerPoint
·Basic to intermediate knowledge of MS Project and Visio preferred
Equal Employment Opportunity
AICPA 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.
