Associate Operation Manager

• 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).