Delivery Manager | Operations Manager |

Hi Greetings from Inspiration manpower!!

This post is regarding an opening with our Top MNC client..

Kindly revert back immediately with an updated resume if it is

relevant to you.

Type of Job- Permanent

Job Location - Chennai | Indore | Kolkata |

Job Role - Customer Support Operation Manager | Deliver Manager | International Voice process

Department: Customer support voice

Experience: 8 to 15Years Any BPO experience.

Qualification - Any Graduate and postgraduate.

Notice Period - Immediate to 30 Days max

Shifts - Flexible to work in Night shifts (24/7)

Please Note- Need to be flexible work from office all 5 Days.

Please Note- Must have Excellent Communication and International Voice process experience only.

Please Note- 1-3 years of experience as Customer Support Delivery Manager | Operation Manager on paper.

Job Purpose:

Lead end-to-end delivery of international voice customer-service operations across one or more locations. The role is accountable for service performance, customer experience, client governance, people leadership, operational risk, financial discipline and transformation. Preferred utilities-domain knowledge should enable stronger oversight of customer lifecycle, billing, collections, complaints and complex service journeys without making deep utility-market expertise mandatory.

Job Requirements:

• 8-15 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 in a BPO, 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.

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 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.

Eligibility Criteria:

• Managerial Experience - 8-15 years as a Manager in international voice operations

• Core Skills - Service delivery; client governance; people leadership; customer experience; workforce and performance management; escalation handling; transformation; risk management

• Communication Skills - Executive presentation; stakeholder influencing; negotiation; structured reporting; difficult-conversation management

• Analytical Skills - Operational data interpretation; root-cause analysis; forecasting; benefit analysis; risk prioritisation

• Systems and Tools - CRM/contact-centre platforms; workforce management; quality and reporting tools; Excel and presentation tools

• Education Requirements - 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 or recognised change-management certification

If Interested, Please reach out to below mentioned contact details:

Share CV on: recruiter3@inspirationmanpower.co.in

Call to: Srividya - 9686454291

Whats app your cv to 9686454291