Delivery Manager Operations - English & Exams

Manage daily operations of large-scale back and front office teams ensuring service delivery meets SLAs, OLAs, and KPIs.

Lead people management functions including staffing, scheduling, performance reviews, recruitment support, training, and attrition management for teams of 20-30.

Maintain quality, governance, and compliance with ISO 27001 and ISO 22301 standards, drive continuous improvement, and provide operational performance reporting to leadership.

Graduation is mandatory.

At least 8 years of work experience in contact centre or back-end operations environment; at least 4 years in people management.

Experience managing teams of 20-30 resources in front-end and back-end operations within a secure KPO environment.

Onsite work in Noida, India with 24/7 rotating shifts including nights; candidates must have a natural right to work locally (visa sponsorship not provided).

Experienced operations leader capable of independently managing shift operations and complex stakeholder relationships in a contact centre or KPO setting.

Strong operational governance focus with proven ability to maintain compliance to ISO standards and manage information security requirements.

Skilled in workforce management, driving team performance, and executing process improvement initiatives in a secure, high-volume environment.