Associate Operation Manager (Contact Centre Support) at NTT Ltd

Singapore, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

01 Mar, 26

Salary

0.0

Posted On

01 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Management, Service Delivery, Performance Monitoring, Technical Support, Systems Support, Team Coordination, Analytical Skills, Cisco Voice Technologies, Verint Applications, IVR Routing, SLA Management, KPI Management, Problem-Solving, Stakeholder Communication, Training and Development, Continuous Improvement

Industry

IT Services and IT Consulting

Description

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 Responsibilities: Operational Management 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. Workplace type: On-site Working About NTT DATA NTT 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 Employer NTT 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 recruiters NTT 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. Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!

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Responsibilities

The Associate Operation Manager will support the planning, coordination, and execution of daily operational activities in a contact center environment. This role involves monitoring workflows, analyzing performance metrics, and assisting in the optimization of processes to enhance service delivery.