Hiring: Delivery Manager – International Voice Operations

Location: Kolkata
Experience: 8–12 Years

About the Role

We are hiring an experienced Delivery Manager to lead end-to-end international voice customer service operations across one or more locations.

The role involves managing service delivery, customer experience, client governance, large teams, operational performance, financial discipline, risk management and continuous improvement.

Candidates with electricity and gas utilities customer service experience will be preferred; however, utilities domain expertise is not mandatory.

Key Responsibilities

1. Lead international inbound, outbound or blended voice operations, ensuring achievement of SLAs, KPIs, quality, CSAT, FCR and productivity targets.

2. Manage Operations Managers, Team Leaders, Quality, Training, Workforce Management and other support functions.

3. Conduct client governance reviews, present performance reports, identify risks and implement recovery plans.

4. Drive workforce planning, capacity forecasting, hiring, training, operational readiness and resource optimisation.

5. Manage complex customer complaints, critical escalations, retention and customer experience improvement initiatives.

6. Monitor contact-centre metrics, including AHT, shrinkage, attrition, schedule adherence, repeat contacts and service levels.

7. Manage operational budgets, staffing costs, productivity, cost-to-serve and contractual commitments.

8. Lead process transformation, automation, standardisation and continuous improvement initiatives.

9. Maintain operational risk controls, audit readiness, business continuity and regulatory compliance.

10. Collaborate with Technology, HR, Finance, Compliance, Quality, Training and WFM teams to resolve delivery challenges.

Mandatory Requirements

• 8–12 years of overall relevant experience.

• 6–10 years of managerial experience in International Voice Operations.

• Proven experience independently managing large-scale customer service delivery operations.

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

• Strong knowledge of SLA, CSAT, FCR, AHT, quality, productivity, shrinkage and attrition.

• Experience leading Operations Managers, Team Leaders and cross-functional support teams.

• Strong client governance, stakeholder management and executive presentation skills.

• Experience in workforce planning, budgeting, forecasting and cost optimisation.

• Strong analytical, escalation management and problem-solving abilities.

• Experience driving operational transformation and continuous improvement.

Preferred Domain Knowledge

Experience in electricity and gas utilities customer service, including:

• Customer onboarding and account maintenance.

• Meter-to-Cash processes.

• Billing, metering, payments and collections.

• Complaint management and customer retention.

• Complex customer journeys and critical escalations.

• Regulatory compliance and operational controls.

Utilities experience is preferred, not mandatory.

Educational Qualification

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

• Change Management Certification

Important Eligibility Criteria

• Former TCS employees are not eligible.

• PAN and Date of Birth are required for candidate profile creation during recruitment.

Job Location: Kolkata

Candidates with strong international voice operations and delivery management experience are encouraged to apply.