DELIVERY MANAGER – VOICE (KOLKATA)

Role: Delivery Manager - Voice_Kolkata

Location: Kolkata

Experience: 8–12 Years

Band: BPO 4/5

Salary: Up to 17 LPA

Job Code: 434115

Role Purpose

Lead end-to-end delivery of international voice customer-service operations across one or more locations. The role will be responsible for service performance, customer experience, client governance, people leadership, operational risk, financial discipline, and transformation.

Knowledge of the utilities domain is preferred and will support effective oversight of customer lifecycle, billing, collections, complaints, and complex service journeys; however, deep utilities-domain expertise is not mandatory.

Key Requirements

- 6–10 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 customer-care operations within a BPO, shared-services, or contact-centre environment.

- Strong understanding of contact-centre metrics, including SLA, service level, quality, CSAT, FCR, repeat contacts, AHT, productivity, shrinkage, attrition, and schedule adherence.

- Experience managing complex customer queries, complaints, critical escalations, de-escalation, retention, and high-value customer interactions.

- Strong client and stakeholder management, executive communication, governance reporting, and issue-resolution skills.

- Experience leading Operations Managers, Team Leaders, Quality, Training, Workforce Management, and other support functions in a matrix environment.

- Demonstrated commercial awareness, including budgeting, forecasting, resource planning, cost optimisation, and benefits realisation.

- Ability to leverage operational data, insights, and root-cause analysis to identify risks and improvement opportunities.

- Preferred: Working knowledge of electricity and gas utilities customer service, including billing, metering, payments, collections, complaints, vulnerability, and retention.

Key Responsibilities

- Own end-to-end delivery performance across international voice operations and ensure achievement of agreed SLA, KPI, quality, customer experience, and productivity targets.

- Lead daily, weekly, and monthly governance reviews, providing performance insights, root causes, risks, recovery plans, dependencies, and action owners.

- Build and maintain strong client relationships, manage expectations, communicate operational priorities, and ensure timely closure of commitments.

- Lead capacity planning, workforce planning, hiring, training, nesting, and operational readiness aligned with demand forecasts, seasonality, and business changes.

- Drive customer experience through improved first-contact resolution, effective complaint handling, de-escalation, empathy, accurate communication, and reduced repeat contacts.

- Manage critical escalations through containment, customer-impact assessment, investigation, resolution, and preventive action.

- Lead managers and cross-functional teams by establishing clear accountability, coaching routines, succession plans, and development pathways.

- Review quality findings, customer feedback, and operational trends to identify knowledge, skill, process, policy, or system gaps.

- Develop and manage a transformation pipeline focused on simplification, standardisation, automation, digital adoption, and elimination of non-value-adding activities.

- Manage operating budgets, staffing, productivity, cost-to-serve, and contractual commitments while maintaining quality, compliance, and customer outcomes.

- Maintain operational risk registers, audit readiness, business continuity, and compliance with privacy, security, regulatory, and client requirements.

- Collaborate with Technology, Compliance, HR, Finance, Quality, Training, Workforce Management, and Transformation teams to resolve delivery challenges.

Core Leadership Capabilities

Operational Leadership

Translate contractual commitments into stable daily operations, clear ownership, and disciplined performance routines.

Client Governance

Present concise insights, decisions, risks, and recovery actions while ensuring transparent closure of commitments.

People Leadership

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

Customer Experience

Use complaints, repeat contacts, quality findings, and customer feedback to improve resolution and reduce customer effort.

Analytical Problem Solving

Apply data, root-cause analysis, and structured decision-making to address performance and process gaps.

Transformation

Identify and implement practical improvements with measurable business benefits and controlled change adoption.

Commercial Management

Balance staffing, productivity, cost, and contractual commitments while protecting service quality and compliance.

Risk & Compliance

Identify emerging risks, strengthen preventive controls, and escalate material issues promptly.

Change Leadership

Establish readiness, communication, training, and reinforcement plans for operational and technology changes.

Preferred Utilities Domain Knowledge

Utilities experience is preferred but not mandatory. Candidates with relevant experience should have knowledge of:

- Customer lifecycle, including onboarding, account maintenance, move-in/move-out, service requests, and customer verification.

- Meter-to-Cash processes, including metering, consumption, tariffs, billing, adjustments, payments, collections, and exception management.

- Complex customer journeys involving high-bill explanations, payment difficulties, complaints, retention, vulnerability, and critical escalations.

- Operational controls, including accurate documentation, regulatory and privacy compliance, complaint timelines, remediation, and evidence management.

- Utility-market requirements across different countries and jurisdictions, with adherence to approved policies and compliance guidelines.

Qualifications & Skills

Managerial Experience

6–10 years of experience as a Manager in International Voice Operations.

Core Skills

- International Voice Operations

- Service Delivery

- Client & Stakeholder Management

- People Leadership

- Customer Experience

- Workforce & Performance Management

- Escalation Management

- Transformation & Continuous Improvement

- Risk & Compliance Management

Communication Skills

- Executive presentations

- Stakeholder management and influencing

- Negotiation

- Structured reporting

- Difficult-conversation management

Analytical Skills

- Operational data analysis

- Root-cause analysis

- Forecasting

- Benefits analysis

- Risk prioritisation

Systems & Tools

- CRM and contact-centre platforms

- Workforce Management tools

- Quality and reporting tools

- MS Excel and presentation tools

Education

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

Postgraduate qualification is desirable.

Preferred Knowledge

- Electricity and gas utilities customer service

- Meter-to-Cash

- Billing and collections

- Complaints management

- Vulnerability

- Customer retention

Preferred Certifications

- Lean Six Sigma Green Belt

- PMP / PRINCE2

- ITIL

- Agile / Scrum

- Recognised Change Management certification