Delivery Manager – Voice

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