Delivery Manager - Voice – Kolkata

Location: Kolkata
Experience: 8–12 Years

Job Description

We are looking for an experienced Delivery Manager – Voice to lead end-to-end delivery for international voice customer-service operations. The role will be responsible for service performance, customer experience, client governance, people leadership, operational risk, financial discipline, and continuous transformation.

The ideal candidate should have strong experience in international voice operations, service delivery, client management, workforce planning, escalations, and large-team leadership within a BPO/contact-centre environment.

Experience in the utilities domain is preferred but not mandatory.

Key Responsibilities

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

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

• Lead daily, weekly, and monthly operational and client governance reviews.

• Manage client relationships, expectations, escalations, and operational commitments.

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

• Drive improvements in FCR, complaint resolution, customer satisfaction, and repeat-contact reduction.

• Manage critical escalations and ensure timely resolution and preventive actions.

• Lead Operations Managers, Team Leaders, Quality, Training, WFM, and support functions.

• Use operational data and root-cause analysis to identify risks and improvement opportunities.

• Drive continuous improvement, automation, standardisation, and transformation initiatives.

• Manage staffing, productivity, budgets, cost optimisation, and contractual commitments.

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

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

Required Skills & Experience

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

• Strong experience in BPO, shared services, or contact-centre operations.

• Experience managing inbound, outbound, or blended voice processes.

• Strong knowledge of SLA, AHT, CSAT, FCR, quality, productivity, shrinkage, attrition, and service-level metrics.

• Strong client and stakeholder management skills.

• Experience handling complex customer complaints and critical escalations.

• Strong people leadership, coaching, and performance-management skills.

• Experience with workforce and capacity planning.

• Strong analytical and root-cause analysis abilities.

• Good understanding of budgeting, forecasting, resource planning, and cost optimisation.

• Excellent executive communication, presentation, reporting, and negotiation skills.

Preferred

• Utilities domain experience, particularly electricity and gas customer service.

• Knowledge of billing, metering, payments, collections, complaints, vulnerability, and customer retention.

• Experience with CRM, contact-centre, WFM, quality, and reporting tools.

• Lean Six Sigma, PMP/PRINCE2, ITIL, Agile/Scrum, or Change Management certification.

Education

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

Important: 

• Ex-TCS employees are not eligible to apply. 
• PAN and DOB are required for profile creation.