434115 Delivery Manager – International Voice Operations | Kolkata
Gratitude Inc434115 Delivery Manager – International Voice Operations | Kolkata
Job Description
Key Skills
3 candidate(s) have already applied for this Job. Apply now
Delivery Manager – International Voice Operations
Location: Kolkata
Experience: 8–12 Years
Band: BPO 4/5
Salary: Up to ₹17 LPA
Job Code: 434115
Work Mode: Work From Office
Function: Operations / Service Delivery
Role Overview
We are looking for an experienced Delivery Manager to lead end-to-end delivery of international voice customer-service operations across one or more locations.
The role will be responsible for service delivery, customer experience, client governance, people leadership, operational performance, risk management, financial discipline, and transformation initiatives.
Experience in the utilities domain is preferred but not mandatory. Candidates with relevant international voice/BPO leadership experience and strong customer-service operations expertise are encouraged to apply.
Key Responsibilities
Own end-to-end delivery performance for international voice operations.
Ensure achievement of agreed SLA, KPI, quality, CSAT, FCR, productivity, and customer experience targets.
Lead daily, weekly, and monthly operational governance reviews.
Analyze performance trends, identify root causes, and implement recovery and improvement plans.
Build strong relationships with clients and key stakeholders.
Manage client expectations, operational commitments, escalations, and governance communication.
Handle critical customer escalations through containment, investigation, resolution, and preventive action.
Lead capacity planning, workforce planning, hiring, training, nesting, and operational readiness.
Manage operational performance across Operations, Team Leaders, Quality, Training, WFM, and support functions.
Develop managers and frontline leaders through coaching, performance management, succession planning, and engagement initiatives.
Review quality findings, complaints, customer feedback, repeat contacts, and operational trends to identify improvement opportunities.
Drive transformation initiatives focused on process simplification, standardization, automation, digital adoption, and productivity improvement.
Manage staffing, productivity, operating costs, budgets, and contractual commitments.
Ensure operational risk management, audit readiness, business continuity, privacy, security, regulatory, and client compliance.
Collaborate with Technology, HR, Finance, Quality, Training, WFM, Compliance, and Transformation teams.
Maintain appropriate documentation, action trackers, risk registers, and governance reports.
Required Experience
8–12 years of overall experience, with 6–10 years of managerial experience in international voice operations.
Proven experience managing large teams in a BPO, contact-centre, shared-services, or customer-service environment.
Experience managing inbound, outbound, or blended international voice operations.
Strong experience in client-facing operations and service delivery governance.
Experience managing Operations Managers, Team Leaders, Quality, Training, WFM, and other support functions.
Experience handling customer complaints, escalations, retention, complex queries, and high-value customer interactions.
Core Functional Skills
International Voice Operations
Service Delivery Management
Client & Stakeholder Management
Contact Centre Operations
Customer Experience Management
SLA/KPI Management
CSAT, FCR, AHT & Productivity Management
Workforce & Capacity Planning
Escalation & Complaint Management
Quality & Performance Management
People & Team Leadership
Attrition & Shrinkage Management
Operational Risk & Compliance
Continuous Improvement
Transformation & Automation
Budget & Cost Management
Root Cause Analysis
Governance & MIS Reporting
Key Contact Centre Metrics
Strong understanding of:
SLA | Service Level | Quality | CSAT | FCR | AHT | Productivity | Repeat Contacts | Shrinkage | Attrition | Schedule Adherence
Client & Stakeholder Management
Strong executive communication and presentation skills.
Ability to present performance insights, risks, decisions, and recovery actions.
Strong negotiation and influencing skills.
Ability to manage difficult conversations and critical escalations.
Ability to maintain transparent communication and ensure closure of client commitments.
People Leadership
Lead and develop Operations Managers, Team Leaders, and frontline leadership teams.
Establish clear accountability and performance routines.
Drive coaching, engagement, succession planning, and career development.
Build high-performing teams aligned with customer and business objectives.
Analytical & Commercial Skills
Strong operational data analysis and root-cause analysis capabilities.
Ability to identify performance risks and improvement opportunities.
Experience in budgeting, forecasting, resource planning, and cost optimization.
Ability to evaluate business benefits and track realization.
Strong understanding of cost-to-serve and productivity drivers.
Utilities Domain – Preferred
Utilities experience is an advantage but not mandatory.
Candidates with utilities experience should ideally have exposure to:
Electricity and gas customer service
Customer onboarding and account maintenance
Move-in / move-out processes
Meter-to-Cash
Metering and consumption
Tariffs and billing
Payments and collections
Billing adjustments and exceptions
Complaints and remediation
Vulnerability and payment difficulties
Customer retention
Regulatory and privacy compliance
Transformation & Continuous Improvement
Identify opportunities to simplify and standardize processes.
Drive automation and digital adoption initiatives.
Eliminate non-value-added activities.
Establish measurable improvement targets and track benefits.
Lead change adoption through communication, training, readiness, and reinforcement.
Risk & Compliance
Maintain operational risk registers and mitigation plans.
Ensure audit readiness and compliance with client and regulatory requirements.
Identify emerging operational risks and implement preventive controls.
Ensure adherence to privacy, security, business continuity, and compliance requirements.
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
Recognized Change Management certification
Work Requirements
Willingness to work from the Kolkata office as per business requirements.
Flexibility to support business requirements, operational escalations, and critical service periods.
Strong ownership, accountability, and customer-focused approach.
Eligibility
6–10 years of managerial experience in international voice operations.
Strong experience in service delivery and client governance.
Utilities domain experience is preferred but not mandatory.
Ex-TCS employees are not eligible to apply.
PAN and Date of Birth will be required for profile creation.
Role
Customer Delivery 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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
Get the Best Jobs
on your Fingertips
Similar Jobs
Delivery Manager - HRIS
Gratitude Inc7 - 10 Year(s)
Confidential
Hyderabad, India
Technical Support Executive-Chennai or Indore
Gratitude Inc0 - 2 Year(s)
Confidential
Chennai, India
2 - 20 Year(s)
Confidential
Mumbai, India
Purchase Order Processing Lead – P2P
Gratitude Inc5 - 12 Year(s)
₹ 100 - ₹ 110 Thousand p.m
Kolkata, India
customer service International BPO Job - Mumbai
Gratitude Inc1 - 10 Year(s)
₹ 30 - ₹ 50 Thousand p.m
Mumbai, India
Team Lead – Buyer
Gratitude Inc5 - 7 Year(s)
₹ 1.6 - ₹ 1.66 Lacs p.m
Mumbai, India
Accounts Receivable / Senior Finance Analyst (OTC)
Gratitude Inc4 - 6 Year(s)
₹ 49 - ₹ 55 Thousand p.m
Nagpur, India
German Language Processor Lead
Gratitude Inc8 - 10 Year(s)
₹ 80 - ₹ 95 Thousand p.m
Bangalore, India
Geographic Information Systems (GIS) Spatial Analysis
Gratitude Inc1 - 5 Year(s)
₹ 85 - ₹ 90 Thousand p.m
Mumbai, India
Digital Ad Campaign Manager – Programmatic & Geofencing
Gratitude Inc3 - 5 Year(s)
₹ 63 - ₹ 68 Thousand p.m
Mumbai, India