Hiring: International Voice Process SME / Team Leader / Team Manager

Location: Hinjewadi, Pune, Maharashtra

Process: International Voice Process

Mandatory Requirement: Strong experience in Inbound Customer Service

We are looking for experienced professionals with a strong background in international inbound customer service and voice operations for the following positions.

1. Subject Matter Expert (SME)

Experience: 5+ years

Job Responsibilities:

- Handle international inbound customer service queries and escalations.
- Provide subject matter expertise and process guidance to customer service agents.
- Support team members in resolving complex customer issues.
- Monitor service quality and ensure adherence to process guidelines and SLAs.
- Assist in training, coaching, and improving team performance.
- Coordinate with team leaders to ensure smooth day-to-day operations.

Mandatory Requirements:

- 5+ years of relevant experience in an international voice process.
- Strong hands-on experience in inbound customer service.
- Excellent communication, problem-solving, and customer-handling skills.
- Experience handling escalations and supporting team members.

1. Team Leader (TL)

Experience: 7+ years overall Mandatory Requirement: At least 12 years of on-paper Team Leader experience.

Job Responsibilities:

- Lead and manage a team of international inbound customer service associates.
- Monitor team performance against KPIs, SLAs, CSAT, quality, and productivity targets.
- Conduct team briefings, performance reviews, coaching, and feedback sessions.
- Handle escalated customer queries and ensure timely resolution.
- Prepare performance reports and drive continuous improvement.
- Manage attendance, adherence, and overall team productivity.

Mandatory Requirements:

- 7+ years of relevant experience in international voice customer service.




- At least 1–2 years of formal Team Leader experience, with the designation reflected in employment records.
- Strong people-management, coaching, and escalation-handling skills.
- Excellent communication and stakeholder-management abilities.

1. Team Manager (TM)

Experience: 8–9 years overall Eligible Current Designations: Assistant Manager / Associate Manager / Deputy Manager

Job Responsibilities:

- Manage multiple teams or team leaders within an international inbound customer service operation.
- Drive operational performance, customer satisfaction, quality, and productivity.
- Monitor KPIs, SLAs, attrition, shrinkage, attendance, and service delivery.
- Coach Team Leaders and support their professional development.
- Handle critical escalations and coordinate with internal stakeholders.
- Prepare management reports, identify performance gaps, and implement improvement plans.
- Ensure compliance with company policies and client requirements.

Mandatory Requirements:

- 8–9 years of relevant experience in international voice customer service.
- Currently working as an Assistant Manager, Associate Manager, or Deputy Manager, with relevant managerial responsibilities.
- Strong experience in team management, operational metrics, and performance improvement.
- Proven ability to manage Team Leaders and drive service delivery.

Common Requirements
- Mandatory international inbound voice customer service experience for all positions.
- Excellent spoken English and qualified communication skills.
- Strong customer-service orientation and escalation management.
- Ability to work in a target-driven, fast-paced environment.
- Willingness to work from the Hinjewadi, Pune location.

Interested candidates can share their updated resumes with their total experience, relevant international voice experience, current designation, current CTC, expected CTC, notice period, and current location.

📌 International Voice (Pune)
🏢 WSNE Consulting
📍 Pune