Job Description :
Title: Associate Manager Call Center Location: Duluth, MN Duration: Contract to Hire Job Description: Provide value to the customers by effective utilization of associates Lead a team of over 120+ inbound call center agents and team leads Escalate any issues affecting BAU to both RMs and Clients Understanding of the client's expectations in terms of the key client deliverables and internal metrics to measure the process performance Ensuring Billing is as per the business plans and optimizing revenues Delivering quality service and consistently meeting key SLA's, closely monitoring the service delivery operations to ensure compliance with key metrics and SLAs. Understanding the specified requirements as per Client standards Creating and implementing development plans for the team Performance Management and Planning - Evaluating the performance of team members according to the set process workflow management & adherence to quality & compliance requirements Interacting with and managing customers & key stakeholders on a day- to-day basis Undertaking regular process improvement measures based on customer feedback and data analytics Conducting annual appraisal for the process, involving assessing the agents' performance and contribution to the process. Also responsible for finding the potential of an individual and grooming individuals to become future leaders Ensuring data security - proprietary data of Control Absenteeism and Attrition Meet all financial targets (Revenue and Project margin) Working out opportunities for business growth by ensuring smooth transition of new process/clients