Delivery Manager – Voice

Gratitude Inc

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17 hours ago

Delivery Manager – Voice

8-12 Year(s)

₹ 1 - ₹ 1.42 Lacs p.m

Kolkata

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Job Description

Key Skills

Root cause analysis continuous improvement Risk And Compliance Customer experience management Proven Root Cause Analysis (RCA) capability Client & Stakeholder Management 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: BPO4/BPO5
Salary: Up to ₹17 LPA
Job Code: 434115

Role Overview

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

Experience in the utilities domain is preferred but not mandatory. Candidates with relevant experience in international voice operations, BPO, shared services, or contact-centre environments are encouraged to apply.

Key Responsibilities

Own end-to-end service delivery and ensure achievement of agreed SLA, KPI, quality, productivity, and customer-experience targets.
Lead daily, weekly, and monthly operational governance reviews.
Analyze operational performance, identify root causes, and implement recovery and improvement plans.
Manage client relationships, stakeholder expectations, escalations, and governance commitments.
Lead capacity planning, workforce planning, recruitment, training, nesting, and operational readiness.
Drive improvements in CSAT, FCR, AHT, service level, quality, productivity, and repeat-contact reduction.
Handle critical customer escalations through investigation, resolution, and preventive action.
Lead Operations Managers, Team Leaders, Quality, Training, Workforce Management, and other support functions.
Establish performance-management, coaching, succession-planning, and employee-engagement practices.
Identify opportunities for process simplification, standardization, automation, and digital adoption.
Manage staffing, productivity, operating costs, budgets, and contractual commitments.
Maintain operational risk registers, audit readiness, business continuity, and compliance.
Collaborate with Technology, HR, Finance, Quality, Training, Compliance, WFM, and Transformation teams.
Track improvement initiatives and demonstrate measurable business benefits.

Required Experience

6–10 years of managerial experience in international voice operations.
Overall experience of approximately 8–12 years in BPO/contact-centre/shared-services operations.
Proven experience managing large teams and end-to-end service delivery.
Experience handling inbound, outbound, or blended international voice operations.
Strong client-facing and stakeholder-management experience.
Experience managing escalations, complaints, customer retention, and complex customer interactions.
Experience working with Operations, Quality, Training, and Workforce Management teams.

Core Operational Skills

International Voice Operations
Service Delivery Management
Client & Stakeholder Management
People Leadership
Customer Experience Management
Workforce & Performance Management
Escalation Management
Quality Management
Continuous Improvement
Risk & Compliance Management
Operational Governance
Root-Cause Analysis
Capacity & Resource Planning

Key Metrics

Candidates should have strong knowledge of contact- centre metrics such as:

SLA / Service Level
CSAT
FCR
AHT
Quality
Productivity
Shrinkage
Attrition
Schedule Adherence
Repeat Contacts

Preferred Utilities Knowledge

Utilities experience is an advantage but not mandatory.

Knowledge of the following would be beneficial:

Electricity and gas customer service
Customer onboarding and account maintenance
Move-in / move-out processes
Metering and consumption
Billing and adjustments
Payments and collections
Complaints management
High-bill queries
Customer vulnerability
Customer retention
Meter-to-Cash processes
Regulatory and privacy compliance

Leadership Competencies

Operational Leadership

Ability to translate contractual requirements into stable operations, clear ownership, and disciplined performance management.

Client Governance

Ability to communicate operational insights, risks, decisions, recovery plans, and commitments to clients and senior stakeholders.

People Leadership

Ability to develop managers and frontline leaders through coaching, performance management, succession planning, and employee engagement.

Customer Experience

Ability to use customer feedback, complaints, quality findings, and repeat-contact data to improve customer outcomes.

Analytical Problem Solving

Strong ability to analyze operational data, identify root causes, prioritize risks, and implement corrective actions.

Transformation

Ability to identify and implement process improvements, automation, standardization, and digital-adoption initiatives.

Commercial Management

Understanding of staffing, productivity, cost optimization, budgeting, forecasting, and contractual commitments.

Risk & Compliance

Ability to identify operational risks, strengthen controls, maintain audit readiness, and ensure compliance.

Systems & Tools

CRM and Contact-Centre Platforms
Workforce Management Tools
Quality Management Tools
Reporting & Analytics Tools
MS Excel
MS PowerPoint
Presentation & Governance Reporting Tools

Qualifications

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

A postgraduate qualification is desirable.

Preferred Certifications

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

Important Eligibility Information

Ex-TCS employees are not eligible to apply.
PAN and Date of Birth (DOB) are required for profile creation.
Candidates should have relevant experience in international voice operations and people/service-delivery management.
Utilities-domain experience is preferred but not mandatory.

Role

Operations Manager

Timings

Rotational Shifts (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.

Raima Jaiswal

Recruiter - Gratitude Inc

NA, india

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