- 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 toCisco Voiceenvironments (e.g., CUCM, UCCE/UCCX, Finesse, call flows, routing).
- UtilizeVerintplatforms 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
- 35 years of experience in contact centre operations, workforce management, or operations support roles.
- Hands-on experience withCisco Voice technologiessuch as:
- Cisco Unified Communications Manager (CUCM)
- Cisco UCCE/UCCX
- Cisco Finesse
- Experience usingVerintapplications (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 ofITIL 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.
