Delivery Manager – Voice Operations

Location: Kolkata

Experience: 8–12 Years

Band: BPO 4/5

Salary: Up to ₹17 LPA

Job Code: 434115

Role Overview

We are looking for an experienced Delivery Manager to lead international voice customer-service operations across one or more locations. The role will oversee end-to-end service delivery, client relationships, customer experience, people leadership, operational performance, financial management, and continuous improvement.

Experience in the utilities domain is preferred but not mandatory.

Key Responsibilities

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• Own end-to-end delivery performance and ensure achievement of agreed SLAs, KPIs, quality, customer experience, and productivity targets.
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• Lead daily, weekly, and monthly client governance reviews, presenting performance insights, risks, root causes, and recovery plans.
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• Build strong client relationships and ensure timely resolution of operational issues and commitments.
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• Oversee workforce planning, capacity management, hiring, training, nesting, and operational readiness.
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• Improve customer experience through effective complaint handling, first-contact resolution, de-escalation, and reduced repeat contacts.
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• Manage critical escalations, investigations, customer-impact assessments, and preventive actions.
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• Lead Operations Managers, Team Leaders, Quality, Training, Workforce Management, and other support functions.
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• Drive transformation initiatives involving process simplification, standardisation, automation, and digital adoption.
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• Manage budgets, staffing, productivity, cost optimisation, and contractual commitments.
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• Maintain operational risk registers, audit readiness, business continuity, and compliance with regulatory and client requirements.
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• Use operational data and root-cause analysis to identify performance gaps and improvement opportunities.
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Key Requirements

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• 8–12 years of overall professional experience, with approximately 6–10 years in managerial roles within international voice operations.
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• Proven experience managing inbound, outbound, or blended voice customer-care operations in a BPO, shared-services, or contact-centre environment.
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• Strong understanding of contact-centre metrics, including SLA, service level, quality, CSAT, FCR, AHT, productivity, shrinkage, attrition, and schedule adherence.
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• Experience managing large teams, complex customer queries, complaints, critical escalations, and client-facing governance.
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• Strong stakeholder management, executive communication, and operational reporting skills.
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• Experience leading managers and cross-functional teams.
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• Commercial awareness, including budgeting, forecasting, resource planning, and cost optimisation.
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• Strong analytical, problem-solving, and continuous improvement capabilities.
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Preferred Utilities Domain Knowledge

Utilities experience is an advantage but not mandatory. Relevant exposure may include:

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• Electricity and gas customer-service operations.
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• Customer lifecycle management and account maintenance.
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• Meter-to-Cash processes, billing, payments, and collections.
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• Complaints, customer retention, payment difficulties, and vulnerable-customer handling.
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• Regulatory compliance, documentation, and operational controls.
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Core Skills

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• International Voice Operations
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• Service Delivery and Client Governance
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• People and Performance Management
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• Customer Experience Management
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• Workforce and Capacity Planning
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• Escalation Management
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• Transformation and Continuous Improvement
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• Risk and Compliance Management
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• Operational Data and Root-Cause Analysis
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• Budgeting and Commercial Management
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Education

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• Bachelor's degree in Business, Commerce, Engineering, Operations, Technology, or a related discipline.
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• Postgraduate qualification is desirable.
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Preferred Certifications

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• Lean Six Sigma Green Belt
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• PMP / PRINCE2
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• ITIL
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• Agile / Scrum
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• Recognised Change Management Certification
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Important Information

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• Former TCS employees are not eligible to apply.
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• PAN and Date of Birth (DOB) are mandatory for profile creation.
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