Delivery Manager – International Voice Operations

Location: Kolkata

Experience: 8–12 Years

Band: BPO 4/5

Salary: Up to ₹17 LPA

Job Code: 434115

Work Mode: Work From Office

Function: Operations / Service Delivery

Role Overview

We are looking for an experienced Delivery Manager to lead end-to-end delivery of international voice customer-service operations across one or more locations.

The role will be responsible for service delivery, customer experience, client governance, people leadership, operational performance, risk management, financial discipline, and transformation initiatives .

Experience in the utilities domain is preferred but not mandatory . Candidates with relevant international voice/BPO leadership experience and strong customer-service operations expertise are encouraged to apply.

Key Responsibilities

- Own end-to-end delivery performance for international voice operations.

- Ensure achievement of agreed SLA, KPI, quality, CSAT, FCR, productivity, and customer experience targets .

- Lead daily, weekly, and monthly operational governance reviews.

- Analyze performance trends, identify root causes, and implement recovery and improvement plans.

- Build strong relationships with clients and key stakeholders.

- Manage client expectations, operational commitments, escalations, and governance communication.

- Handle critical customer escalations through containment, investigation, resolution, and preventive action.

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

- Manage operational performance across Operations, Team Leaders, Quality, Training, WFM, and support functions.

- Develop managers and frontline leaders through coaching, performance management, succession planning, and engagement initiatives.

- Review quality findings, complaints, customer feedback, repeat contacts, and operational trends to identify improvement opportunities.

- Drive transformation initiatives focused on process simplification, standardization, automation, digital adoption, and productivity improvement .

- Manage staffing, productivity, operating costs, budgets, and contractual commitments.

- Ensure operational risk management, audit readiness, business continuity, privacy, security, regulatory, and client compliance.

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

- Maintain appropriate documentation, action trackers, risk registers, and governance reports.

Required Experience





- 8–12 years of overall experience , with 6–10 years of managerial experience in international voice operations.

- Proven experience managing large teams in a BPO, contact-centre, shared-services, or customer-service environment .

- Experience managing inbound, outbound, or blended international voice operations .

- Strong experience in client-facing operations and service delivery governance.

- Experience managing Operations Managers, Team Leaders, Quality, Training, WFM, and other support functions.

- Experience handling customer complaints, escalations, retention, complex queries, and high-value customer interactions.

Core Functional Skills

- International Voice Operations

- Service Delivery Management

- Client & Stakeholder Management

- Contact Centre Operations

- Customer Experience Management

- SLA/KPI Management

- CSAT, FCR, AHT & Productivity Management

- Workforce & Capacity Planning

- Escalation & Complaint Management

- Quality & Performance Management

- People & Team Leadership

- Attrition & Shrinkage Management

- Operational Risk & Compliance

- Continuous Improvement

- Transformation & Automation

- Budget & Cost Management

- Root Cause Analysis

- Governance & MIS Reporting

Key Contact Centre Metrics

Strong understanding of:

SLA | Service Level | Quality | CSAT | FCR | AHT | Productivity | Repeat Contacts | Shrinkage | Attrition | Schedule Adherence

Client & Stakeholder Management

- Strong executive communication and presentation skills.

- Ability to present performance insights, risks, decisions, and recovery actions.

- Strong negotiation and influencing skills.

- Ability to manage difficult conversations and critical escalations.

- Ability to maintain transparent communication and ensure closure of client commitments.

People Leadership

- Lead and develop Operations Managers, Team Leaders, and frontline leadership teams.

- Establish clear accountability and performance routines.

- Drive coaching, engagement, succession planning, and career development.

- Build high-performing teams aligned with customer and business objectives.

Analytical & Commercial Skills





- Strong operational data analysis and root-cause analysis capabilities.

- Ability to identify performance risks and improvement opportunities.

- Experience in budgeting, forecasting, resource planning, and cost optimization.

- Ability to evaluate business benefits and track realization.

- Strong understanding of cost-to-serve and productivity drivers.

Utilities Domain – Preferred

Utilities experience is an advantage but not mandatory .

Candidates with utilities experience should ideally have exposure to:

- Electricity and gas customer service

- Customer onboarding and account maintenance

- Move-in / move-out processes

- Meter-to-Cash

- Metering and consumption

- Tariffs and billing

- Payments and collections

- Billing adjustments and exceptions

- Complaints and remediation

- Vulnerability and payment difficulties

- Customer retention

- Regulatory and privacy compliance

Transformation & Continuous Improvement

- Identify opportunities to simplify and standardize processes.

- Drive automation and digital adoption initiatives.

- Eliminate non-value-added activities.

- Establish measurable improvement targets and track benefits.

- Lead change adoption through communication, training, readiness, and reinforcement.

Risk & Compliance

- Maintain operational risk registers and mitigation plans.

- Ensure audit readiness and compliance with client and regulatory requirements.

- Identify emerging operational risks and implement preventive controls.

- Ensure adherence to privacy, security, business continuity, and compliance requirements.

Education

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

- Postgraduate qualification is desirable.

Preferred Certifications

- Lean Six Sigma Green Belt

- PMP / PRINCE2

- ITIL

- Agile / Scrum

- Recognized Change Management certification

Work Requirements

- Willingness to work from the Kolkata office as per business requirements.

- Flexibility to support business requirements, operational escalations, and critical service periods.

- Solid ownership, accountability, and customer-focused approach.

Eligibility

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

- Strong experience in service delivery and client governance.

- Utilities domain experience is preferred but not mandatory.

- Ex-TCS employees are not eligible to apply.

- PAN and Date of Birth will be required for profile creation.

📌 434115 Delivery Manager - International Operations | Kolkata
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📍 Kolkata