• 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.

• Strong 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.