Delivery Manager – Voice | Kolkata

JOb Title : Delivery Manager – Voice | Kolkata

Location: Kolkata
Experience: 8–12 Years
Band: BPO 4/5
Salary: Up to ₹17 LPA
Job Code: 434115
Eligibility: Ex-TCS employees cannot apply
Profile Requirement: PAN and DOB are required for profile creation

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 management, and transformation.

Knowledge of the utilities domain is preferred, particularly customer lifecycle, billing, collections, complaints, and complex service journeys, but deep utilities expertise is not mandatory.

Key Requirements

• 6–10 years of managerial experience in international voice operations.

• Experience managing large teams and client-facing operations.

• Proven experience in inbound, outbound, or blended voice customer-care operations.

• Strong knowledge of SLA, CSAT, FCR, AHT, productivity, shrinkage, attrition, quality, 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 Operations Managers, Team Leaders, Quality, Training, WFM, and support functions.

• Experience in budgeting, forecasting, resource planning, and cost optimisation.

• Strong analytical and root-cause analysis skills.

• Utilities experience is preferred but not mandatory.

Key Responsibilities

• Own end-to-end delivery performance across international voice operations.

• Ensure achievement of agreed SLA, KPI, quality, customer experience, and productivity targets.

• Lead daily, weekly, and monthly governance reviews.

• Present performance insights, root causes, risks, recovery plans, and action items.

• Build strong client relationships and ensure timely closure of commitments.

• Lead capacity planning, workforce planning, hiring, training, nesting, and operational readiness.

• Drive improvements in FCR, complaint handling, customer experience, and repeat-contact reduction.

• Manage critical escalations from containment through resolution and preventive action.

• Lead and develop Operations Managers, Team Leaders, and cross-functional teams.

• Identify knowledge, process, policy, and system gaps using quality and customer-feedback data.

• Drive transformation through simplification, standardisation, automation, and digital adoption.

• Manage budgets, staffing, productivity, cost-to-serve, and contractual commitments.

• Maintain operational risk registers, audit readiness, business continuity, and compliance.

• Collaborate with Technology, HR, Finance, Quality, Training, WFM, Compliance, and Transformation teams.

Core Skills

• International Voice Operations

• Service Delivery Management

• Client & Stakeholder Management

• People Leadership

• Customer Experience Management

• Workforce & Performance Management

• Escalation Management

• Transformation & Continuous Improvement

• Risk & Compliance Management

• Operational Data Analysis

• Root-Cause Analysis

• Forecasting & Resource Planning

• Budget & Cost Management

• Executive Communication

Preferred Utilities Knowledge

• Electricity and gas customer service

• Customer onboarding and account management

• Move-in / Move-out processes

• Meter-to-Cash

• Billing, payments, and collections

• Metering and consumption

• Complaints and remediation

• Customer vulnerability

• Customer retention

• Regulatory and privacy compliance

Systems & Tools

• CRM and Contact Centre Platforms

• Workforce Management Tools

• Quality & Reporting Tools

• MS Excel

• MS PowerPoint / Presentation Tools

Education

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

Postgraduate qualification: Desirable.

Preferred Certifications

• Lean Six Sigma Green Belt

• PMP / PRINCE2

• ITIL

• Agile / Scrum

• Change Management Certification