Delivery Manager – Voice

Location: Kolkata
Experience: 8–12 Years
Band: BPO4/BPO5
Salary: Up to ₹17 LPA
Job Code: 434115

Role Overview

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

Experience in the utilities domain is preferred but not mandatory. Candidates with relevant experience in international voice operations, BPO, shared services, or contact-centre environments are encouraged to apply.

Key Responsibilities

• Own end-to-end service delivery and ensure achievement of agreed SLA, KPI, quality, productivity, and customer-experience targets.

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

• Analyze operational performance, identify root causes, and implement recovery and improvement plans.

• Manage client relationships, stakeholder expectations, escalations, and governance commitments.

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

• Drive improvements in CSAT, FCR, AHT, service level, quality, productivity, and repeat-contact reduction.

• Handle critical customer escalations through investigation, resolution, and preventive action.

• Lead Operations Managers, Team Leaders, Quality, Training, Workforce Management, and other support functions.

• Establish performance-management, coaching, succession-planning, and employee-engagement practices.

• Identify opportunities for process simplification, standardization, automation, and digital adoption.

• Manage staffing, productivity, operating costs, budgets, 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.

• Track improvement initiatives and demonstrate measurable business benefits.

Required Experience

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

• Overall experience of approximately 8–12 years in BPO/contact-centre/shared-services operations.

• Proven experience managing large teams and end-to-end service delivery.

• Experience handling inbound, outbound, or blended international voice operations.

• Strong client-facing and stakeholder-management experience.

• Experience managing escalations, complaints, customer retention, and complex customer interactions.

• Experience working with Operations, Quality, Training, and Workforce Management teams.

Core Operational Skills

• International Voice Operations

• Service Delivery Management

• Client & Stakeholder Management

• People Leadership

• Customer Experience Management

• Workforce & Performance Management

• Escalation Management

• Quality Management

• Continuous Improvement

• Risk & Compliance Management

• Operational Governance

• Root-Cause Analysis

• Capacity & Resource Planning

Key Metrics

Candidates should have strong knowledge of contact- centre metrics such as:

• SLA / Service Level

• CSAT

• FCR

• AHT

• Quality

• Productivity

• Shrinkage

• Attrition

• Schedule Adherence

• Repeat Contacts

Preferred Utilities Knowledge

Utilities experience is an advantage but not mandatory.

Knowledge of the following would be beneficial:

• Electricity and gas customer service

• Customer onboarding and account maintenance

• Move-in / move-out processes

• Metering and consumption

• Billing and adjustments

• Payments and collections

• Complaints management

• High-bill queries

• Customer vulnerability

• Customer retention

• Meter-to-Cash processes

• Regulatory and privacy compliance

Leadership Competencies

Operational Leadership

Ability to translate contractual requirements into stable operations, clear ownership, and disciplined performance management.

Client Governance

Ability to communicate operational insights, risks, decisions, recovery plans, and commitments to clients and senior stakeholders.

People Leadership

Ability to develop managers and frontline leaders through coaching, performance management, succession planning, and employee engagement.

Customer Experience

Ability to use customer feedback, complaints, quality findings, and repeat-contact data to improve customer outcomes.

Analytical Problem Solving

Strong ability to analyze operational data, identify root causes, prioritize risks, and implement corrective actions.

Transformation

Ability to identify and implement process improvements, automation, standardization, and digital-adoption initiatives.

Commercial Management

Understanding of staffing, productivity, cost optimization, budgeting, forecasting, and contractual commitments.

Risk & Compliance

Ability to identify operational risks, strengthen controls, maintain audit readiness, and ensure compliance.

Systems & Tools

• CRM and Contact-Centre Platforms

• Workforce Management Tools

• Quality Management Tools

• Reporting & Analytics Tools

• MS Excel

• MS PowerPoint

• Presentation & Governance Reporting Tools

Qualifications

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

A postgraduate qualification is desirable.

Preferred Certifications

• Lean Six Sigma Green Belt

• PMP / PRINCE2

• ITIL

• Agile / Scrum

• Change Management Certification

Important Eligibility Information

• Ex-TCS employees are not eligible to apply.

• PAN and Date of Birth (DOB) are required for profile creation.

• Candidates should have relevant experience in international voice operations and people/service-delivery management.

• Utilities-domain experience is preferred but not mandatory.