Delivery Manager – Voice Operations

Location: Kolkata

Experience: 8–12 Years

Band: BPO 4/5

Salary: Up to ₹17 LPA

Job Code: 434115

Role Overview

We are looking for an experienced Delivery Manager to lead international voice customer-service operations across one or more locations. The role will oversee end-to-end service delivery, client relationships, customer experience, people leadership, operational performance, financial management, and continuous improvement.

Experience in the utilities domain is preferred but not mandatory.

Key Responsibilities

- Own end-to-end delivery performance and ensure achievement of agreed SLAs, KPIs, quality, customer experience, and productivity targets.
- Lead daily, weekly, and monthly client governance reviews, presenting performance insights, risks, root causes, and recovery plans.
- Build strong client relationships and ensure timely resolution of operational issues and commitments.
- Oversee workforce planning, capacity management, hiring, training, nesting, and operational readiness.
- Improve customer experience through effective complaint handling, first-contact resolution, de-escalation, and reduced repeat contacts.
- Manage critical escalations, investigations, customer-impact assessments, and preventive actions.
- Lead Operations Managers, Team Leaders, Quality, Training, Workforce Management, and other support functions.
- Drive transformation initiatives involving process simplification, standardisation, automation, and digital adoption.
- Manage budgets, staffing, productivity, cost optimisation, and contractual commitments.
- Maintain operational risk registers, audit readiness, business continuity, and compliance with regulatory and client requirements.
- Use operational data and root-cause analysis to identify performance gaps and improvement opportunities.

Key Requirements

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




- Proven experience managing inbound, outbound, or blended voice customer-care operations in a BPO, shared-services, or contact-centre environment.
- Strong understanding of contact-centre metrics, including SLA, service level, quality, CSAT, FCR, AHT, productivity, shrinkage, attrition, and schedule adherence.
- Experience managing large teams, complex customer queries, complaints, critical escalations, and client-facing governance.
- Solid stakeholder management, executive communication, and operational reporting skills.
- Experience leading managers and cross-functional teams.
- Commercial awareness, including budgeting, forecasting, resource planning, and cost optimisation.
- Strong analytical, problem-solving, and continuous improvement capabilities.

Preferred Utilities Domain Knowledge

Utilities experience is an advantage but not mandatory. Relevant exposure may include:

- Electricity and gas customer-service operations.
- Customer lifecycle management and account maintenance.
- Meter-to-Cash processes, billing, payments, and collections.
- Complaints, customer retention, payment difficulties, and vulnerable-customer handling.
- Regulatory compliance, documentation, and operational controls.

Core Skills

- International Voice Operations
- Service Delivery and Client Governance
- People and Performance Management
- Customer Experience Management
- Workforce and Capacity Planning
- Escalation Management
- Transformation and Continuous Improvement
- Risk and Compliance Management
- Operational Data and Root-Cause Analysis
- Budgeting and Commercial Management

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
- Recognised Change Management Certification

Important Information

- Former TCS employees are not eligible to apply.
- PAN and Date of Birth (DOB) are mandatory for profile creation.

📌 Delivery Manager - Operations (Kolkata)
🏢 Gratitude
📍 Kolkata