全职 Associate Operation Manager 工作, 薪水 up to SGD 2,000, NTT Singapore Pte Ltd 公司招聘中 - Ricebowl

• Support 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 Monitoring

• Support 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 Support

• Support 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 Coordination

• Supervise 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.

Requirements:

Experience & Technical Skills

• 3–5 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/UCCX
• Cisco Finesse
• Experience 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 Skills

• Strong 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 & Communication

• Ability 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.

Education

• Diploma or Degree in IT, Business, Operations Management, or related field preferred.