Associate Manager - GEC Blended/Outbound
Association of International Certified Professional Accountants
- Location
- Johannesburg, Gauteng
- Work model
- Hybrid
- Closing date
First listed . Last checked at source .
In brief
**Overview** This role is for an Associate Manager - GEC Blended/Outbound at the Association of International Certified Professional Accountants. The position involves leading member and student service delivery within the Contact Center, encompassing technical support, membership, retention, progression, and engagement activities. The successful candidate will report to the Senior Manager - Global Engagement Centre and work on a hybrid schedule, requiring daily in-office presence for a 6-week training period, followed by at least two days a week in the Johannesburg office. The company offers development opportunities, a collaborative environment, global exposure, and a clear pathway for career progression. **What you will do** * 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. * Develop 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. **Requirements (from the original advert)** * 4+ years of experience in a customer service or call centre environment. * 3+ years experience of people management and leadership responsibilities. * Experience achieving target-based sales. **Who should apply** This role is suited for experienced professionals with over four years in a customer service or call centre setting, including at least three years in people management and leadership roles. Ideal candidates will have a proven track record in achieving target-based sales and possess the ability to lead service delivery, monitor performance metrics, coach teams, and contribute to improving customer experience within a dynamic, global contact centre environment. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/associate-manager-gec-blended-outbound-association-of-international-certified-professional-accountants-1 Source: myjobmag
Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.
At a glance
- At least 3 years of experience.
- Customer service
Extracted automatically from the advert; confirm requirements on the original listing.
Job description
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