Delivery Manager – Voice (Utilites) – Kolkata - GO/JC/4780/2026

Golden Opportunities; Indiana; On-site; USD 27,000 - 44,000; Full time

Benefits offered by this job

Flexible shifts

Job summary

Golden Opportunities is seeking a Delivery Manager – Voice (Utilities) to lead international voice operations in Kolkata. The role requires 10+ years in utilities voice/customer service with strong governance and client-facing maturity.

You will drive performance across large teams, manage escalations, and coordinate with cross-functional units to meet SLA and KPI targets while enhancing customer experience.

Qualifications

• 10+ years of international voice operations experience
• Experience managing large teams and client-facing governance
• Strong understanding of contact-centre metrics (SLA, CSAT, AHT, etc.)
• Experience handling escalations, complaints and high-value interactions
• Leadership of matrixed teams including training and WFM

Responsibilities

• Own end-to-end delivery performance across international voice operations.
• Lead daily, weekly and monthly governance with performance commentary.
• Manage inbound, outbound or blended voice operations.
• Ensure achievement of SLA, KPI, quality and productivity targets.
• Build and sustain trusted client relationships and governance reporting.
• Coordinate with cross-functional teams to remove delivery barriers.
• Drive improvements through data analysis, root-cause and action plans.
• Budgeting, forecasting and capacity planning for voice operations.

Skills

International Voice

Voice process

Inbound

Outbound

Contact Centre

Education

15 years education requirement

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 (Utilities - Electricity and Gas Customer Service).

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