Associate / Operations Manager (Contact Centre - Cisco Voice/ Verint)

The Associate Operations Manager supports the day-to-day operations of the contact centre environment, ensuring smooth service delivery, operational efficiency, and compliance with SLAs. This role works closely with internal teams, vendors, and clients to implement operational processes, monitor performance, and support continuous improvement initiatives. The role also requires familiarity with contact centre technologies, especially Cisco Voice and Verint platforms.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/UCCXCisco Finesse Experience in 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.