Delivery Manager – Voice (Utilites) – Kolkata
Location: Chakpachuria
• Experience: Senior Level
• Openings: 1
Job description
Job Title: Delivery Manager – Voice (Utilities) – Kolkata
Job Location: Kolkata
Work Model: Work from Office
Candidate Expectations
Candidate should have 10+
years of experience in International Voice process (
Candidate Location-Anywhere in India
Candidate Industry (BPO / KPO / GBS / GCC / GSS / Captive Shared
Services)
Education and
Certification
Qualification: Minimum 15 years of regular, full-time education (10 +
2 + 3)
Detailed Job Description
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, shared-services or contact-centre environment.
Strong understanding of contact-centre metrics including SLA, service
level, quality, customer satisfaction, first-contact resolution, repeat
contact, average handling time, productivity, shrinkage, attrition and schedule
adherence.
Demonstrated experience managing complex customer queries, complaints,
critical escalations, de-escalation, retention and high-value customer
interactions through frontline teams.
Strong client and stakeholder management, executive communication,
governance reporting and issue-resolution capability.
Experience leading operations managers, team leaders, quality, training,
workforce management and support functions in a matrix environment.
Demonstrated commercial awareness, budgeting, forecasting, resource
planning, cost optimisation and benefit-realisation discipline.
Ability to use data, operational insights and root-cause analysis to
prioritise risks and improvement opportunities.
Preferred working knowledge of electricity and gas utilities customer
service, including billing, metering, payments, collections, complaints,
vulnerability and retention
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 with clear performance
commentary, risks, root causes, recovery plans, dependencies and accountable
owners.
Build trusted client relationships, manage expectations, communicate
operational priorities and ensure timely closure of commitments.
Lead capacity, workforce, hiring, training, nesting and readiness plans
aligned to demand forecasts, seasonality and business change.
Drive customer experience through stronger first-contact resolution,
effective complaint handling, de-escalation, empathy, accurate explanations and
reduced repeat contacts.
Ensure consistent management of critical escalations, including
containment, customer impact assessment, investigation, resolution and
prevention of recurrence.
Lead managers and cross-functional teams; establish clear
accountability, coaching cadence, succession plans and development pathways.
Review quality findings, customer feedback and operational trends to
identify knowledge, skill, process, policy or system gaps.
Build and govern a transformation pipeline covering simplification,
standardisation, automation, digital adoption and elimination of
non-value-adding activities.
Manage operating budgets, staffing, productivity, cost-to-serve and
contractual commitments while protecting quality, compliance and customer
outcomes.
Maintain operational risk registers, audit readiness, business
continuity and adherence to privacy, security, regulatory and client
requirements.
Coordinate with technology, compliance, HR, finance, quality, training,
workforce management and transformation teams to remove delivery barriers.
Other Remarks
Flexible working in any
shifts.
Documents Mandatory-
Personal, Academic and professional
Key Skills
International Voice, Voice process, Inbound,
Outbound, Contact Centre