- Work Model: Work from Office

Candidate Expectations

- Candidate should have 10+ years of experience in International Voice process (Utilities - Electricity and Gas Customer Service).

- Candidate Location-Anywhere in India

- Candidate Industry (BPO / KPO / GBS / GCC / GSS / Captive Shared Services)

Education and Certification

- Qualification: Minimum 15 years of regular, full-time education (10 + 2 + 3)

Detailed

- 6-10 years of managerial experience in international voice operations, with accountability for service delivery, large teams and client-facing governance.

- Proven experience managing inbound, outbound or blended voice customer-care operations, shared-services or contact-center environment.

- Strong understanding of contact-center metrics including SLA, service level, quality, customer satisfaction, first-contact resolution, repeat contact, average handling time, productivity, shrinkage, attrition and schedule adherence.

- Demonstrated experience managing complex customer queries, complaints, critical escalations, de-escalation, retention and high-value customer -interactions through frontline teams.

- Strong client and stakeholder management, executive communication, governance reporting and issue-resolution capability.

- Experience leading operations managers, team leaders, quality, training, workforce management and support functions in a matrix environment.

- Demonstrated commercial awareness, budgeting, forecasting, resource planning, cost optimization and benefit-realization discipline.

- Ability to use data, operational insights and root-cause analysis to priorities risks and improvement opportunities.

- Preferred working knowledge of electricity and gas utilities customer service, including billing, metering, payments, collections, complaints, vulnerability and retention





- 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 clear 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, effective complaint handling, de-escalation, empathy, accurate explanations and reduced repeat contacts.

- Ensure consistent management of critical escalations, including containment, 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, standardization, 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.

Other Remarks

- Flexible working in any shifts.

- Documents Mandatory- Personal, Academic and skilled

- Key Skills International Voice, Voice process, Inbound, Outbound, Contact Centre

📌 Delivery Manager - Voice (Utilities) (Chakpachuria)
🏢 Golden Opportunities
📍 Chakpachuria