About the role

We are hiring a Delivery Manager for international voice customer-service operations in Kolkata. You will lead end-to-end delivery across one or more locations and own service performance, customer experience, client governance, people leadership, operational risk, financial discipline and transformation. The role suits a senior operations leader with 8 to 12 years of experience, including managerial experience running large international voice teams in a BPO, shared services or contact-centre environment. Utilities (electricity and gas) knowledge is a plus but not required. The salary is up to ₹17 LPA.

Key responsibilities

Service delivery and governance

• Own delivery performance across international voice operations and meet agreed SLA, KPI, quality, customer experience and productivity targets
  
• Lead daily, weekly and monthly governance reviews with insights, root causes, risks, recovery plans, dependencies and action owners
  
• Build strong client relationships, manage expectations and close commitments on time
  

People and capacity

• Lead managers and cross-functional teams with clear accountability, coaching routines, succession plans and development pathways
  
• Lead capacity planning, workforce planning, hiring, training, nesting and operational readiness against demand forecasts and seasonality
  

Customer experience and escalations

• Improve first-contact resolution, complaint handling, de-escalation and communication, and reduce repeat contacts
  
• Manage critical escalations through containment, impact assessment, investigation, resolution and prevention
  
• Review quality findings, customer feedback and trends to find knowledge, skill, process, policy or system gaps
  

Transformation, commercial and risk

• Build and run a transformation pipeline for simplification, standardisation, automation and digital adoption
  
• Manage operating budgets, staffing, productivity, cost-to-serve and contractual commitments while protecting quality and compliance
  
• Maintain risk registers, audit readiness, business continuity and compliance with privacy, security, regulatory and client requirements
  
• Work with Technology, Compliance, HR, Finance, Quality, Training, Workforce Management and Transformation teams to resolve delivery challenges
  

Required qualifications and experience

• 6 to 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 operations in a BPO, shared services or contact-centre environment
  
• Strong understanding of contact-centre metrics: SLA, service level, quality, CSAT, FCR, repeat contacts, AHT, productivity, shrinkage, attrition and schedule adherence
  
• Experience handling complex queries, complaints, critical escalations, de-escalation, retention and high-value customers
  
• Strong client and stakeholder management, executive communication, governance reporting and issue-resolution skills
• Experience leading Operations Managers, Team Leaders, Quality, Training and Workforce Management in a matrix environment
  
• Commercial awareness: budgeting, forecasting, resource planning, cost optimisation and benefits realisation
  
• Ability to use data and root-cause analysis to find risks and improvement opportunities
  
• Bachelor’s degree in Business, Commerce, Engineering, Operations, Technology or a related discipline
  

Preferred qualifications

• Working knowledge of electricity and gas utilities customer service, including billing, metering, payments, collections, complaints, vulnerability and retention
  
• Meter-to-Cash and customer lifecycle knowledge
  
• Postgraduate qualification
  
• Lean Six Sigma Green Belt, PMP or PRINCE2, ITIL, Agile or Scrum, or a recognised change management certification
  

Core skills

International voice operations, service delivery, client and stakeholder management, people leadership, customer experience, workforce and performance management, escalation management, transformation and continuous improvement, risk and compliance management, executive presentations and negotiation.

Job details

Why join

• Lead an international voice operation at senior manager level
  
• Salary of up to ₹17 LPA
  
• Direct client governance and executive exposure
  
• Own transformation and automation initiatives
  
• Clear path to senior leadership roles