Delivery Manager | Operations Manager |

Inspiration Manpower Consultancy; Kolkata District, Indore District, Chennai; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Inspiration Manpower Consultancy is seeking an experienced Delivery Manager for international voice operations to lead end-to-end customer support delivery. You will supervise large teams, govern client relationships and drive performance against SLA, quality and revenue targets.

The role requires 8–15 years in BPO-style international voice settings, strong communication, and deep expertise in operations, budgeting, and process improvement.

Qualifications

• Managerial experience 8–15 years in international voice operations.
• Core skills: service delivery, client governance, people leadership, customer experience, workforce and performance management, escalation handling, transformation, risk management.
• Strong communication and executive reporting.
• Analytical skills: data interpretation, forecasting, risk prioritisation.
• CRM/contact-centre platforms, workforce management, quality and reporting tools; Excel and presentation tools.
• Bachelor's degree in Business, Commerce, Engineering, Operations, Technology or related field; postgraduate qualification desirable.
• Lean Six Sigma Green Belt; PMP/PRINCE2; ITIL; Agile/Scrum or recognised change-management certification

Responsibilities

• Own end-to-end delivery performance across international voice operations and ensure achievement of SLA, KPI, quality, customer-experience and productivity targets.
• Lead governance with clear performance commentary, risks, root causes, recovery plans, dependencies and accountable owners.
• Build trusted client relationships, manage expectations, communicate priorities and ensure timely closure of commitments.
• Lead capacity, workforce, hiring, training, nesting and readiness plans aligned to demand forecasts and seasonality.
• Drive customer experience through stronger first-contact resolution and effective complaint handling.
• Manage critical escalations, including containment, impact assessment, investigation and prevention of recurrence.
• Lead managers and cross-functional teams; establish accountability, coaching cadence, succession plans.
• Review quality findings and operational trends to identify gaps; drive transformation pipeline with standardisation and automation.
• Manage operating budgets, staffing, productivity, cost-to-serve and contractual commitments; ensure compliance and outcomes.
• Maintain risk registers, audit readiness, business continuity and privacy/regulatory requirements.

Skills

Managerial experience

International voice operations

Client governance

Stakeholder management

Communication skills

Analytical skills

Budgeting & forecasting

Education

Bachelor's degree / postgraduate

Tools

CRM platforms

Workforce management tools

Quality & reporting tools

Excel

Presentation tools

Job description

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

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