Delivery Head - Customer service operations

Job Title: Delivery Head – Customer Service

 

Job Location: Bangalore

 

Work Model: Work from Office

 

Education: Any graduates

 

Candidate Expectations:  

 

 

Detailed Job Description:

 

Lead large-scale customer service operations across inbound/outbound voice, email and chat channels.

Drive operational KPIs including SLA, CSAT, NPS, AHT, FCR, Quality, Productivity and Attrition.

Ensure consistent service delivery, process governance and adherence to contractual commitments.

Manage daily operations, performance reviews, capacity planning and resource optimization.

Lead large teams through a multi-layer leadership structure comprising Operations Managers, Team Leaders and frontline associates.

Drive P&L ownership, revenue growth, cost optimization and profitability.

Manage operating budgets, manpower costs, utilization and operational margins.

Key Skills:

12–18 years of experience in BPO/BPM customer service operations.

Strong experience managing large-scale voice and non-voice customer support operations.

Proven track record of managing multi-layer teams and complex delivery environments.

Strong understanding of customer experience metrics and operational KPIs.