Delivery Manager - International Voice Operations

About the role

An experienced Delivery Manager is sought to lead end-to-end international voice customer service operations across one or more locations. The role covers 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 are preferred, though utilities domain expertise is not mandatory.

Key responsibilities

• Lead international inbound, outbound or blended voice operations and ensure SLAs, KPIs, quality, CSAT, FCR and productivity targets are met.
• Manage Operations Managers, Team Leaders, Quality, Training, Workforce Management and other support functions.
• Conduct client governance reviews, present performance reports, identify risks and implement recovery plans.
• Drive workforce planning, capacity forecasting, hiring, training, operational readiness and resource optimisation.
• Handle complex customer complaints, critical escalations, retention and customer experience improvements.
• Monitor metrics such as AHT, shrinkage, attrition, schedule adherence, repeat contacts and service levels.
• Manage operational budgets, staffing costs, productivity, cost-to-serve and contractual commitments.
• Lead process transformation, automation, standardisation and continuous improvement.
• Maintain risk controls, audit readiness, business continuity and regulatory compliance.
• Collaborate with Technology, HR, Finance, Compliance, Quality, Training and WFM teams.

Required profile

• 8-12 years of overall relevant experience, including 6-10 years in managerial roles in international voice operations.
• Proven experience independently managing large-scale customer service delivery and inbound, outbound or blended international voice processes.
• Bachelor's degree in Business, Commerce, Engineering, Operations, Technology or a related field; postgraduate qualification desirable.
• Preferred certifications: Lean Six Sigma Green Belt, PMP / PRINCE2, ITIL, Agile / Scrum, Change Management.
• Former TCS employees are not eligible; PAN and date of birth are required for recruitment.

Required skills

• Strong knowledge of SLA, CSAT, FCR, AHT, quality, productivity, shrinkage and attrition.
• Workforce planning, budgeting, forecasting and cost optimisation.
• Client governance, stakeholder management and executive presentation.
• Escalation management, problem solving and operational transformation.