Hi,

We are hiring for one of India's leading IT & consulting organizations for the position of Delivery Manager - International Voice.

Summary:

Delivery Manager for International Voice operations oversees end-to-end customer service, call center, or BPO delivery, managing large teams and client relationships across global markets.

- To Apply for above Delivery Manager for International Voice, WhatsApp 'Hi' @ (phone hidden)
- When Asked For The job Code, Type: Job Code # 231

Key Skills:

- Minimum 6 years Managerial experience in International Voice operations with Service Delivery.
- Proven experience managing inbound, outbound or blended voice customer-care operations in a BPO, shared-services or contact-centre environment.
- Any Graduate

Key Responsibilities:

- Own end-to-end delivery performance across international voice operations and ensure achievement of agreed SLA, KPI, quality, customer-experience and productivity targets.
- Lead daily, weekly and monthly governance with explicit performance commentary, risks, root causes, recovery plans, dependencies and accountable owners.
- Build trusted client relationships, manage expectations, communicate operational priorities and ensure timely closure of commitments.
- Lead capacity, workforce, hiring, training, nesting and readiness plans aligned to demand forecasts,



seasonality and business change.
- Drive customer experience through stronger first-contact resolution, complaint handling, de-escalation, empathy, accurate explanations and reduced repeat contacts.
- Ensure consistent management of critical escalations, including customer impact assessment, investigation, resolution and prevention of recurrence.
- Lead managers and cross-functional teams; establish clear accountability, coaching cadence, succession plans and development pathways.
- Review quality findings, customer feedback and operational trends to identify knowledge, skill, process, policy or system gaps.
- Build and govern a transformation pipeline covering simplification, standardisation, automation, digital adoption and elimination of non-value-adding activities.
- Manage operating budgets, staffing, productivity, cost-to-serve and contractual commitments while protecting quality, compliance and customer outcomes.
- Maintain operational risk registers, audit readiness, business continuity and adherence to privacy, security, regulatory and client requirements.
- Coordinate with technology, compliance, HR, finance, quality, training, workforce management and transformation teams to remove delivery barriers.

📌 Delivery Manager : International Voice : Kolkata : Max 16 LPA : Apply
🏢 Outpace Consulting Services
📍 Kolkata