Delivery Manager – Voice | Kolkata

Gratitude Inc

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16 hours ago

8-12 Year(s)

Kolkata

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Job Description

Key Skills

Performance Management Stakeholder Management Client Servicing Service Delivery Manager 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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JOb Title : Delivery Manager – Voice | Kolkata

Location: Kolkata
Experience: 8–12 Years
Band: BPO 4/5
Salary: Up to ₹17 LPA
Job Code: 434115
Eligibility: Ex-TCS employees cannot apply
Profile Requirement: PAN and DOB are required for profile creation

Role Purpose

Lead end-to-end delivery of international voice customer-service operations across one or more locations. The role will be responsible for service performance, customer experience, client governance, people leadership, operational risk, financial management, and transformation.

Knowledge of the utilities domain is preferred, particularly customer lifecycle, billing, collections, complaints, and complex service journeys, but deep utilities expertise is not mandatory.

Key Requirements

6–10 years of managerial experience in international voice operations.
Experience managing large teams and client-facing operations.
Proven experience in inbound, outbound, or blended voice customer-care operations.
Strong knowledge of SLA, CSAT, FCR, AHT, productivity, shrinkage, attrition, quality, and schedule adherence.
Experience handling complex customer queries, complaints, escalations, retention, and high-value customer interactions.
Strong client and stakeholder management and executive communication skills.
Experience leading Operations Managers, Team Leaders, Quality, Training, WFM, and support functions.
Experience in budgeting, forecasting, resource planning, and cost optimisation.
Strong analytical and root-cause analysis skills.
Utilities experience is preferred but not mandatory.

Key Responsibilities

Own end-to-end delivery performance across international voice operations.
Ensure achievement of agreed SLA, KPI, quality, customer experience, and productivity targets.
Lead daily, weekly, and monthly governance reviews.
Present performance insights, root causes, risks, recovery plans, and action items.
Build strong client relationships and ensure timely closure of commitments.
Lead capacity planning, workforce planning, hiring, training, nesting, and operational readiness.
Drive improvements in FCR, complaint handling, customer experience, and repeat-contact reduction.
Manage critical escalations from containment through resolution and preventive action.
Lead and develop Operations Managers, Team Leaders, and cross-functional teams.
Identify knowledge, process, policy, and system gaps using quality and customer-feedback data.
Drive transformation through simplification, standardisation, automation, and digital adoption.
Manage budgets, staffing, productivity, cost-to-serve, and contractual commitments.
Maintain operational risk registers, audit readiness, business continuity, and compliance.
Collaborate with Technology, HR, Finance, Quality, Training, WFM, Compliance, and Transformation teams.

Core Skills

International Voice Operations
Service Delivery Management
Client & Stakeholder Management
People Leadership
Customer Experience Management
Workforce & Performance Management
Escalation Management
Transformation & Continuous Improvement
Risk & Compliance Management
Operational Data Analysis
Root-Cause Analysis
Forecasting & Resource Planning
Budget & Cost Management
Executive Communication

Preferred Utilities Knowledge

Electricity and gas customer service
Customer onboarding and account management
Move-in / Move-out processes
Meter-to-Cash
Billing, payments, and collections
Metering and consumption
Complaints and remediation
Customer vulnerability
Customer retention
Regulatory and privacy compliance

Systems & Tools

CRM and Contact Centre Platforms
Workforce Management Tools
Quality & Reporting Tools
MS Excel
MS PowerPoint / Presentation Tools

Education

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

Postgraduate qualification: Desirable.

Preferred Certifications

Lean Six Sigma Green Belt
PMP / PRINCE2
ITIL
Agile / Scrum
Change Management Certification

Role

Account Manager

Timings

Flexible (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.

Shaharbanu Mulgund

Recruiter - Gratitude Inc

NA, india

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