Delivery Manager – Voice

Gratitude Inc

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18 hours ago

Delivery Manager – Voice

8-12 Year(s)

₹ 1.31 - ₹ 1.41 Lacs p.m

Kolkata

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Job Description

Key Skills

Analytical CRM (Customer relationship Management) Quality Stakeholder Management WFM tools Presentation Skills ms excel client management Attrition commercial Problem-Solving Skills Good exposure in to escalation management Deep understanding of service excellence & complaint handling SLAs, CSAT, quality scores People Leadership & Organizational Development 6–10 years of managerial experience in international voice operations, with accountability for service delivery, large teams, and client-facing governance

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Delivery Manager – Voice

Location: Kolkata
Experience: 8–12 Years
Band: BPO 4/5
Salary: Up to ₹17 LPA
Shift: International Voice Operations

Role Overview

We are looking for an experienced Delivery Manager – Voice to lead end-to-end delivery of international voice customer-service operations. The role will be responsible for service performance, customer experience, client governance, people leadership, operational risk, financial discipline, and transformation.

Experience in the utilities domain (electricity & gas) is preferred but not mandatory.

Key Responsibilities

Own end-to-end delivery performance for international voice operations.
Ensure achievement of SLA, KPI, quality, CSAT, FCR, productivity, and customer-experience targets.
Lead daily, weekly, and monthly operational governance reviews.
Manage client relationships, stakeholder expectations, escalations, and governance reporting.
Lead Operations Managers, Team Leaders, Quality, Training, WFM, and support functions.
Drive capacity planning, workforce planning, hiring, training, and operational readiness.
Manage complex customer complaints, critical escalations, retention, and difficult customer interactions.
Use operational data and root-cause analysis to identify risks and improvement opportunities.
Drive transformation, process improvement, standardization, automation, and cost optimization.
Manage staffing, productivity, budgets, cost-to-serve, and contractual commitments.
Maintain operational risk registers, audit readiness, business continuity, privacy, security, and compliance.
Collaborate with HR, Finance, Technology, Quality, Training, WFM, Compliance, and Transformation teams.

Required Experience & Skills

6–10 years of managerial experience in International Voice Operations.
Overall experience of 8–12 years in BPO/Contact Centre/Shared Services operations.
Strong experience managing large teams and end-to-end service delivery.
Strong understanding of SLA, CSAT, FCR, AHT, productivity, attrition, shrinkage, quality, and schedule adherence.
Strong client and stakeholder management skills.
Experience in escalation management, customer retention, complaint handling, and de-escalation.
Strong people leadership, analytical, commercial, and problem-solving skills.
Experience with CRM/contact-centre platforms, WFM tools, reporting tools, MS Excel, and presentation tools.

Preferred Domain Knowledge

Experience in electricity & gas utilities is preferred, including:

Customer lifecycle
Billing and metering
Payments and collections
Complaints and escalations
Customer retention
Vulnerability handling
Meter-to-Cash processes

Education

Bachelor's degree in Business, Commerce, Engineering, Operations, Technology, or a related discipline.

Postgraduate qualification is desirable.

Preferred Certifications

Lean Six Sigma Green Belt, PMP/PRINCE2, ITIL, Agile/Scrum, or Change Management certification.

Important Eligibility

Ex-TCS employees are not eligible to apply.
PAN and DOB are required for profile creation.

Apply & Complete Questionnaire

Candidates are required to complete the questionnaire as part of the application process:

Questionnaire Link: https://myglit.com/lateral/cref/0e9e1c9605

Role

Operations Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Abhishek Kumar

Recruiter - Gratitude Inc

NA, india

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