Delivery Manager - Voice_kolkata

Job Title: Delivery Manager - Voice

Location: Kolkata
Experience: 8–12 Years

Role Purpose

Lead end-to-end delivery of international voice customer-service operations across one or more locations. The role will be responsible for service performance, customer experience, client governance, people leadership, operational risk, financial discipline, and transformation.

Knowledge of the utilities domain is preferred but not mandatory.

Key Responsibilities

• Own end-to-end delivery performance across international voice operations and ensure achievement of SLA, KPI, quality, customer experience, and productivity targets.
• Lead daily, weekly, and monthly governance reviews with performance insights, root causes, risks, recovery plans, and action owners.
• Build strong client relationships and manage expectations, operational priorities, and commitments.
• Lead capacity planning, workforce planning, hiring, training, nesting, and operational readiness.
• Drive customer experience through improved first-contact resolution, complaint handling, de-escalation, empathy, and reduced repeat contacts.
• Manage critical escalations through investigation, resolution, and preventive actions.
• Lead Operations Managers, Team Leaders, Quality, Training, Workforce Management, and other support functions.
• Drive coaching, performance management, succession planning, and employee development.
• Review quality findings, customer feedback, and operational trends to identify process and performance gaps.
• Lead transformation initiatives focused on simplification, standardisation, automation, digital adoption, and continuous improvement.
• Manage operating budgets, staffing, productivity, cost-to-serve, and contractual commitments.
• Maintain operational risk registers, audit readiness, business continuity, privacy, security, and compliance requirements.
• Collaborate with Technology, Compliance, HR, Finance, Quality, Training, Workforce Management, and Transformation teams.

Key Requirements

• 6–10 years of managerial experience in international voice operations.
• Experience managing inbound, outbound, or blended voice customer-care operations in a BPO, shared-services, or contact-centre environment.
• Strong knowledge of SLA, service level, quality, CSAT, FCR, AHT, productivity, shrinkage, attrition, and schedule adherence.
• Experience handling complex customer queries, complaints, escalations, retention, and high-value customer interactions.
• Strong client and stakeholder management and executive communication skills.
• Experience leading large teams and managing operations through a matrix environment.
• Strong commercial awareness covering budgeting, forecasting, resource planning, and cost optimisation.
• Strong analytical and root-cause analysis skills.

Preferred

• Utilities domain experience, particularly electricity and gas customer service.
• Knowledge of billing, metering, payments, collections, complaints, vulnerability, and customer retention.
• Experience with Meter-to-Cash processes.
• Lean Six Sigma Green Belt, PMP/PRINCE2, ITIL, Agile/Scrum, or Change Management certification.

Education

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

Important Note

Ex-TCS employees are not eligible to apply.

PAN and Date of Birth are required for candidate profile creation.