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🥝 Associate Operation Manager

NTT Singapore Pte Ltd | singapore, Singapore | Posted June 08, 2026

Associate Operation Manager

Job Description

  • 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, au...

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