Job Description

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Service Delivery Manager - Technical Support (Voice, BPO)
We are looking for an experienced professional to join Technical Support (Voice, BPO) operations team in Chennai (Australian Shift).
This role is best suited for candidates with strong expertise in service delivery, team leadership, and client management within a BPO/technical support environment.
Position: Service Delivery Manager - Technical Support (Voice, BPO)
Location: Chennai
Shift: Australian Shift
Experience: 12+ years in BPO / Technical Support operations
Key Responsibilities:
Lead and manage the technical support voice process team to ensure seamless service delivery.
Handle end-to-end delivery management for technical support operations.
Ensure performance targets, SLAs, and quality metrics are consistently met.
Drive process improvements, automation, and customer experience enhancements.
Collaborate with internal and client stakeholders to resolve escalations effectively.
Ensure compliance with operational standards, audits, and organizational policies.
Provide coaching, mentoring, and career development support to the team.
Required Skills & Experience:
Minimum 12 years of experience in BPO / Technical Support (Voice) operations.
Proven track record of team handling and people management.
Strong client management, problem-solving, and communication skills.
Prior experience managing voice-based technical support processes is mandatory.
Flexibility to work in the Australian shift.

Skills Required