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GRATITUDE INC
APAC · AFRICA · U.S.A

Delivery Manager – Voice

97 Views 1 week ago
Experience 8–12 Year(s)
₹
Salary ₹ 1 – 1.42 Lacs p.m
Location Kolkata
19 candidate(s) already applied

Job Description

Hiring: Delivery Manager – Voice 

Kolkata 8–12 Years |  Up to ₹17 LPA

Band: BPO 4/5 

Role: Lead end-to-end international voice operations, driving service delivery, customer experience, client governance, people leadership, operational risk & transformation.

What We’re Looking For:
6–10 years managerial experience in international voice/BPO operations
Strong expertise in SLA, CSAT, FCR, AHT, productivity, attrition & service quality
Proven client & stakeholder management experience
Leadership across Operations, Quality, Training & WFM
Experience handling escalations, complaints, retention & complex customer journeys
Strong analytical, commercial & transformation skills
⭐ Utilities (Electricity & Gas) experience preferred, not mandatory

Bachelor’s degree preferred
Ex-TCS employees are not eligible.
PAN & DOB required for profile creation.

Apply & complete the questionnaire: https://myglit.com/lateral/cref/5cdd406ccb

Key Skills

21 Skills
Customer Service Quality Management System Root cause analysis Performance Management Financial Management Stakeholder Management people Management Workforce Management Operations Management Service Delivery Ops Resource Planning Process Improvement risk management, client management continuous improvement Customer experience management Good exposure in to escalation management SLA / KPI Management Team Management, SLA Management Compliance & Governance 6–10 years of managerial experience in international voice operations, with accountability for service delivery, large teams, and client-facing governance

Role Specifications

Role
Customer Delivery Manager
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service

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About Company

Gratitude Inc
Employer

Gratitude Inc is a global company with presence across APAC, Africa, and USA. We are known for our people, innovation and customer focused approach.

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