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Associate Operation Manager
2 weeks ago
Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.Key ResponsibilitiesOperational ManagementSupport the planning, coordination, and execution of daily operational activities to ensure service delivery meets agreed SLAs.Monitor operational workflows, queue performance, call routing, and agent productivity.Participate in the design, documentation, and implementation of operational processes, SOPs, and improvement initiatives.Assist in identifying system/tool requirements and support the optimization of contact centre platforms and processes.Monitor customer experience, analyse customer feedback, and recommend improvements.Service Delivery & Performance MonitoringSupport the implementation of service delivery models aligned to client requirements and business needs.Track service delivery performance metrics (SLAs, KPIs, WFM outputs) and highlight areas that require intervention.Collect and analyse data from service delivery channels (human, digital, self-service, automated).Participate in formal reviews of activities, processes, and services, including preparation of findings and reports.Assist in developing short-term operational goals and contribute to strategic improvement initiatives.Technical & Systems SupportSupport the operations related to Cisco Voice environments (e.g., CUCM, UCCE/UCCX, Finesse, call flows, routing).Utilize Verint platforms for WFM, Quality Monitoring, and performance reporting.Work with technical teams to troubleshoot operational issues across telephony, IVR, routing, and reporting systems.Ensure alignment of IT service provision with business/operations requirements.Team & Resource CoordinationSupervise and guide front-line staff or team leads where required.Support resource planning to meet delivery, performance, and budget targets.Contribute to staff onboarding, training, and skills development activities.Foster a culture of collaboration, accountability, and continuous improvement.RequirementsExperience & Technical Skills3–5 years of experience in contact centre operations, workforce management, or operations support roles.Hands‑on experience with Cisco Voice technologies such as:Cisco Unified Communications Manager (CUCM)Cisco UCCE/UCCXCisco FinesseExperience using Verint applications (WFM, QM or Speech Analytics) for scheduling, monitoring, and reporting.Understanding of contact centre call flows, IVR routing, skill‑based routing, and real‑time monitoring.Knowledge of ITIL processes, incident management, and service delivery best practices (advantage).Operational SkillsStrong analytical skills with the ability to interpret operational data and propose improvements.Experience managing SLAs, KPIs, workforce planning data, or operational performance metrics.Ability to work with cross‑functional teams (technical, project, client).Experience in an SI environment or vendor management experience is beneficial.Leadership & CommunicationAbility to supervise or guide junior staff, team leads, or front‑line agents.Strong stakeholder communication skills, able to translate operational/technical issues into clear actions.Problem‑solving mindset with ability to adapt in a dynamic and fast‑paced operational environment.EducationDiploma or Degree in IT, Business, Operations Management, or related field preferred.Workplace typeOn‑site WorkingAbout NTT DATANTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise‑scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start‑up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.Equal Opportunity EmployerNTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.Third parties fraudulently posing as NTT DATA recruitersNTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us. #J-18808-Ljbffr
