5,512 Call Center Operations jobs in India
Supervisor Operations - Call Center
Posted today
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Job Summary:
Oversee call center staff and are responsible for assigning tasks, motivating and disciplining employees and assessing performance.
Responsibilities:
Skills Requirements:
Education Requirements:
High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.
Physical Requirements:
Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.
Service Delivery Specialist
Posted 3 days ago
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Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The Service Delivery Specialist is a seasoned subject matter expert, responsible for providing continuity in service and acts as an advocate for the client. This role supports the business by taking responsibility for overall contract management for medium to large complex client contracts and is responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts - can be specific client accounts or a group of accounts.
The Service Delivery Specialist may operate across multiple sites or Support Services offerings. They are the primary interface managing the services relationship between the client and the organization. This role owns the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.
The Service Delivery Specialist role is a chargeable service in the Uptime Proactive Support Service (PSS) option. They are responsible to perform client facing activities in service activation of Uptime Support Services, support and coordinate with GDC in service activation to ensure successful completion.
It is the responsibility of this role to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.
**Key responsibilities:**
+ Works as an Independent Contributor (IC) and acts as the primary interface managing the services relationship between the client and the organization.
+ Performs client facing service activation activities and support the GDC in service activation completion.
+ Responsible for operations performance, including - Service Improvement Plans; Establishes, monitors and reports Service Delivery Reports; Escalation management and Reporting; Meeting management with clients.
+ Major incidents - scrutinizes adherence to process, recommends changes when SLAs are not met and works with larger delivery teams.
+ Change Management - manages and owns all RoE changes.
+ Service First - owns Service First asset verification and contract status.
+ Vendor Backout - manages backout issues with Vendor.
+ Works with Transition teams and assigned Technical Account Manager to develop runbook that includes processes, escalation lists and documentation.
+ Updates runbook regularly to reflect the necessary changes. The runbook content includes Network map(s); Site-level engineering diagrams; Client and site contacts; Configuration item and IT service mappings (relationships).
+ Leads and facilitates resolution of products and technical issues in concern with assigned Technical Account Manager.
+ Provides assurance regarding the compliance of, and lifecycle management for, all contracted Services.
+ Receives and manages change requests relating to the SOW and agreement, i.e. additional engagements/ projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations etc.
+ Interfaces with internal contract management teams to normalize and execute change orders.
+ Reviews new offers and service capabilities with the appropriate members of team.
+ Supports billing / invoicing inquiries and / or disputes.
+ Monitors client satisfaction and identify service improvement plans to address client's satisfaction with the service.
**To thrive in this role, you need to have:**
+ Ability to establish strong relationships with internal stakeholders and external clients.
+ Seasoned ability in managing coordinated delivery of service.
+ Excellent written and verbal communication skills.
+ Highly analytical with good problem-solving skills and can use initiative to drive innovation.
+ Ability to work well in a pressurized environment.
+ Excellent client service orientation.
+ Displays excellent persuasion and influence abilities.
+ Passionate, strong initiative, self-driven with commitment to succeed.
+ Seasoned ability to manage budgets, resources, and timelines for service delivery projects.
+ Seasoned proficiency in project management, including planning, execution, monitoring, and project delivery.
+ Assertive in approach with proficiency in negotiating terms, managing conflicts, and addressing challenges that may arise during service delivery.
**Academic qualifications and certifications:**
+ Relevant bachelor's degree or equivalent in Information Technology or Business Administration or related field.
+ ITIL Certification, such as ITIL Foundation or higher-level certifications.
+ Project Management Professional (PMP) certification desirable.
+ Client Relationship Management certification desirable.
**Required experience:**
+ Seasoned demonstrated years of experience in service delivery and/ or related function in a medium to large ICT organization, preferably IT service provider.
+ Seasoned background in delivering IT services, managing IT projects, and understanding the IT service lifecycle.
+ Seasoned experience in managing client relationships, understanding client needs, and ensuring client satisfaction.
**Workplace type** **:**
Hybrid Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
**Third parties fraudulently posing as NTT DATA recruiters**
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters-whether in writing or by phone-in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an **@nttdata.com** email address. If you suspect any fraudulent activity, please contact us ( ) .
Service Delivery Manager
Posted 23 days ago
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Job Description
Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in India says it all!
**What You'll be Doing**
Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you'll support and motivate your team to make sure they're on track to meet client goals. You'll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. You're an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.
**During a Typical Day, You'll**
· Improve the key success metrics associated with goals. These include:
o Customer Satisfaction Score
o Service Level Goals
o Quality Goals
· Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
· Bring your time management and organizational skills to manage multiple, complex, on‐going tasks and projects while monitoring absence and attendance of your team
**What You Bring to the Role**
· Minimum 1 year call center or equivalent work experience
· Continuously promote a performance-driven culture and always work towards reaching for amazing
· Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
· Consistently mentor and inspire others
· Customer focused mindset
· Understanding, interpreting, and manipulating data for reporting
**What You Can Expect**
· Supportive of your career and professional development
· An inclusive culture and community minded organization where giving back is encouraged
· A global team of curious lifelong learners guided by our company values
· Ask us about our paid time off (PTO) and wellness and healthcare benefits
· And yes. a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)
Use if Non US based role: Visit for more information.
**About TTEC**
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.
#Onsite
**Title:** _Service Delivery Manager_
**Location:** _India-Punjab-Mohali_
**Requisition ID:** _0462I_
Service Delivery Manager
Posted 10 days ago
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Job Description
Service Delivery Manager (SDM)
Pioneer your career! Körber is the home for passionate people who innovate, collaborate, and love what they do. Entrepreneurial spirit is our joint DNA. We develop future technologies and support talents to deploy their skills and reach their full potential. Together, we aim to be the first to do the right thing at the right time.
Join the home for entrepreneurs!
We are seeking an experienced professional to manage and lead the customer maintenance organization. The role requires strong expertise in maintenance contracts, customer relations, and quality management, with the ability to drive operational excellence, ensure contractual compliance, and maintain customer satisfaction.
Key Responsibilities
- Customer Relationship Management
- Act as the primary point of contact for customers in the maintenance phase.
- Build and maintain strong, long-term relationships with customers.
- Ensure a high level of customer satisfaction through proactive engagement and timely resolution of issues.
- Maintenance Deliveries & Operations
- Accountable for end-to-end maintenance service delivery.
- Oversee and manage the internal customer install base.
- Ensure smooth on-boarding of new customers transitioning from deployment to maintenance phase.
- Commercial & Contract Management
- Manage and maintain Annual Maintenance Contracts (AMCs) and renewals.
- Drive the contract lifecycle from creation of SOWs, purchase orders, to invoicing.
- Review, negotiate, and renew customer maintenance contracts.
- Control and monitor maintenance P&L, ensuring profitability and cost optimization.
- Ensure timely and accurate billing for maintenance services.
- Quality & Compliance
- Ensure adherence to quality management processes and standards.
- Collaborate with cross-functional teams to drive improvements in service delivery.
- Maintain compliance with industry regulations (IT, pharma, or relevant quality-driven sectors).
- Leadership & Strategic Contribution
- Contribute to continuous process improvement and operational efficiency.
- Support business growth by identifying upsell/cross-sell opportunities within maintenance services.
- Provide guidance and mentorship to internal teams supporting maintenance operations.
Qualifications & Experience
- Overall 10–15 years of professional experience, with at least 5 years in similar roles.
- Strong background in IT, Pharma, or other quality-driven industries.
- Demonstrated experience in managing AMCs, renewals, and customer maintenance services.
- Ability to manage P&L, contracts, and customer-facing operations.
- Excellent communication, negotiation, and interpersonal skills with strong intercultural awareness.
- Conscientious, detail-oriented, and structured way of working.
- Preferred relevant experience in Quality Management.
Your working environment at Körber
Körber Business Area Pharma is the leading provider of MES (Manufacturing Execution Systems) software to the pharmaceutical and biotech manufacturing industry. Our first-in-class Werum PAS-X software offering allows our customers to control and record the making of life-saving therapies to ensure the best possible business and patient outcomes. We are seeking talented individuals as we look to transform our business and products to meet the constantly shifting demands of the ongoing revolution in factory digitization and automation.
Your benefits
- Competitive compensation package.
- Opportunities for professional growth within a global organization.
- A work environment that values collaboration, efficiency, and commitment.
- Continuous learning and development opportunities.
Can you find yourself in this profile?
Then you are right at Körber. We are looking forward to getting to know you!
Service Delivery Manager
Posted 23 days ago
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Job Description
Key Responsibilities:
Service Delivery Management:
- Own overall service delivery for Contact Center solutions, including IVR applications, agent desktop tools (e.g., Cisco Finesse), routing workflows, and reporting platforms.
- Ensure compliance with SLA/KPI metrics and contractual obligations.
- Manage operational escalations and provide leadership during critical incident response.
- Coordinate with support and engineering teams to ensure issue resolution and service continuity.
Project & Program Management:
- Lead the planning, execution, and delivery of contact center projects including migrations, upgrades, and new feature rollouts.
- Create and manage project plans, timelines, resource allocation, and risk mitigation strategies.
- Act as the primary point of contact for stakeholders, ensuring clear communication and expectation management.
- Oversee project documentation, status reporting, and stakeholder updates.
IVR and Technical Oversight:
- Guide IVR design and development efforts in collaboration with architects and developers.
- Review and approve technical designs, call flows, and integrations with backend systems (CRM, DB, web services).
- Ensure that solutions are scalable, efficient, and aligned with industry best practices.
Team Leadership & Collaboration:
- Lead and mentor cross-functional teams including developers, testers, and support engineers.
- Foster a collaborative work environment that encourages innovation and knowledge sharing.
- Drive continuous improvement initiatives to enhance team productivity and service quality.
Customer & Stakeholder Engagement:
- Build strong relationships with internal and external stakeholders.
- Conduct regular service reviews and client meetings to discuss performance, improvements, and opportunities.
- Gather customer feedback and translate it into actionable insights for the team.
Required Skills & Experience:
- Proven experience as a Service Delivery Manager or Project Manager in a contact center technology environment.
- Strong understanding of IVR platforms (e.g., Cisco CVP, Genesys, Avaya, AWS Connect Lex).
- Hands-on or prior experience in IVR/Call Flow development (VXML, Java, JavaScript, XML).
- Sound knowledge of Contact Center technologies: Cisco UCCE/UCCX, Finesse, CUCM, SIP, CTI integrations.
- Experience with Agile and Waterfall project management methodologies.
- Proficiency in project tools such as MS Project, JIRA, Confluence, ServiceNow, etc.
Preferred Skills:
- PMP or PRINCE2 certification is a plus.
- ITIL certification or strong understanding of ITIL processes.
- Familiarity with cloud-based contact center platforms (AWS Connect, Twilio, Genesys Cloud).
- Understanding of workforce optimization tools (Verint, Calabrio, etc.)
Soft Skills:
- Excellent communication, interpersonal, and stakeholder management skills.
- Strong analytical, decision-making, and problem-solving capabilities.
- Ability to handle pressure, manage priorities, and deliver outcomes on time.
- Leadership presence with a customer-first mindset.
Service delivery manager
Posted today
Job Viewed
Job Description
Service Delivery Manager (SDM)Pioneer your career! Körber is the home for passionate people who innovate, collaborate, and love what they do. Entrepreneurial spirit is our joint DNA. We develop future technologies and support talents to deploy their skills and reach their full potential. Together, we aim to be the first to do the right thing at the right time. Join the home for entrepreneurs!We are seeking an experienced professional to manage and lead the customer maintenance organization. The role requires strong expertise in maintenance contracts, customer relations, and quality management, with the ability to drive operational excellence, ensure contractual compliance, and maintain customer satisfaction.Key ResponsibilitiesCustomer Relationship ManagementAct as the primary point of contact for customers in the maintenance phase.Build and maintain strong, long-term relationships with customers.Ensure a high level of customer satisfaction through proactive engagement and timely resolution of issues.Maintenance Deliveries & OperationsAccountable for end-to-end maintenance service delivery.Oversee and manage the internal customer install base.Ensure smooth on-boarding of new customers transitioning from deployment to maintenance phase.Commercial & Contract ManagementManage and maintain Annual Maintenance Contracts (AMCs) and renewals.Drive the contract lifecycle from creation of SOWs, purchase orders, to invoicing.Review, negotiate, and renew customer maintenance contracts.Control and monitor maintenance P&L, ensuring profitability and cost optimization.Ensure timely and accurate billing for maintenance services.Quality & ComplianceEnsure adherence to quality management processes and standards.Collaborate with cross-functional teams to drive improvements in service delivery.Maintain compliance with industry regulations (IT, pharma, or relevant quality-driven sectors).Leadership & Strategic ContributionContribute to continuous process improvement and operational efficiency.Support business growth by identifying upsell/cross-sell opportunities within maintenance services.Provide guidance and mentorship to internal teams supporting maintenance operations.Qualifications & ExperienceOverall 10–15 years of professional experience, with at least 5 years in similar roles.Strong background in IT, Pharma, or other quality-driven industries.Demonstrated experience in managing AMCs, renewals, and customer maintenance services.Ability to manage P&L, contracts, and customer-facing operations.Excellent communication, negotiation, and interpersonal skills with strong intercultural awareness.Conscientious, detail-oriented, and structured way of working.Preferred relevant experience in Quality Management.Your working environment at KörberKörber Business Area Pharma is the leading provider of MES (Manufacturing Execution Systems) software to the pharmaceutical and biotech manufacturing industry. Our first-in-class Werum PAS-X software offering allows our customers to control and record the making of life-saving therapies to ensure the best possible business and patient outcomes. We are seeking talented individuals as we look to transform our business and products to meet the constantly shifting demands of the ongoing revolution in factory digitization and automation.Your benefitsCompetitive compensation package.Opportunities for professional growth within a global organization.A work environment that values collaboration, efficiency, and commitment.Continuous learning and development opportunities.Can you find yourself in this profile?Then you are right at Körber. We are looking forward to getting to know you!
Service Delivery- CTD
Posted today
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Job Description
Country:
IndiaLocation:
Bren Optimus ,No 8/2, 3rd floor,Dr M H Marigowda Road, BangaloreRole: Service Delivery- CTD
Location: Bangalore, India
Full/ Part-time: Full time
Build a career with confidence
Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.
About the role
Service Area Manager for South region taking care of CTD Product Repair & Maintenance through Dealer Network.
Key Responsibilities:
Service Area Manager for South region taking care of CTD Product Repair & Maintenance through Dealer Network.
Responsible for complete South Service Operations
Managing Key Accounts
Dealer Network Management
Service Revenue through Part Sales
Min 4-8 years of experience in Cold Storage/ HVAC
Benefits
We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary.
Make yourself a priority with flexible schedules, parental leave
Drive forward your career through professional development opportunities
Achieve your personal goals with our Employee Assistance Programme
Our commitment to you
Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way .
Join us and make a difference.
Apply Now!
Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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