Project Manager - Atlanta Office

Wipro•Atlanta, GA

8d•Onsite

About The Position

Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging its holistic portfolio of capabilities in consulting, design, engineering, and operations, Wipro helps clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, Wipro delivers on the promise of helping its customers, colleagues, and communities thrive in an ever-changing world. The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. This includes managing transactions, fielding help requests, documenting information, updating availability, recording and tracking queries, following standard processes, resolving client queries as per SLA, accessing knowledge bases, analyzing call logs, documenting self-help resources, identifying and escalating serious client issues, and complying with service agreements. The role also involves delivering excellent customer service, providing product support, assisting clients with navigation, troubleshooting in a user-friendly manner, maintaining logs, processing incoming calls and emails, offering alternative solutions, organizing ideas, communicating effectively, and following up with customers. Additionally, the role requires building capability for operational excellence, undertaking product trainings, partnering with team leaders, and updating job knowledge through self-learning and networking.

Requirements

3-5 Years of experience in Customer Service
4-8+ years of overall telecom industry experience.
3+ years of project management experience within telecom services.
Experience managing medium to large-scale customer programs.
Telecom Network Technologies (WAN, LAN, MPLS, SD-WAN, SIP, VoIP)
Service Delivery and Service Assurance
Telecom Order Management and Provisioning
Project Planning and Execution
Risk and Issue Management
Stakeholder Management
Financial and Budget Management
Vendor Management
Contract and SOW Management
Agile and Waterfall Methodologies

Nice To Haves

PMP (Project Management Professional)
PRINCE2
ITIL Foundation/Intermediate
Scrum Master / SAFe Agilist
CCNA / CCNP (Preferred)
Telecom Domain Certification

Responsibilities

Support process by managing transactions as per required quality standards
Field all incoming help requests from clients via telephone and/or emails in a courteous manner
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
Update own availability in the RAVE system to ensure productivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all client queries
Resolve client queries as per the SLA’s defined in the contract
Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems
Maintain and update self-help documents for customers to speed up resolution time
Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
Ensure all product information and disclosures are given to clients before and after the call/email requests
Avoids legal challenges by complying with service agreements
Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
Assist clients with navigating around product menus and facilitate better understanding of product features
Troubleshoot all client queries in a user-friendly, courteous and professional manner
Maintain logs and records of all customer queries as per the standard procedures and guidelines
Accurately process and record all incoming call and email using the designated tracking software
Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
Organize ideas and effectively communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
Undertake product trainings to stay current with product features, changes and updates
Enroll in product specific and any other trainings per client requirements/recommendations
Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
Update job knowledge by participating in self learning opportunities and maintaining personal networks
Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
Manage the complete project lifecycle from initiation through closure.
Develop project plans, schedules.
Track project milestones, dependencies, and deliverables.
Ensure projects are delivered on time, within scope, and within budget.
Drive governance reviews and status reporting with stakeholders.
Serve as the primary point of contact for customers and internal stakeholders.
Conduct Weekly, Monthly, and Quarterly Business Reviews.
Manage customer expectations and communications throughout the project lifecycle.
Handle escalations and ensure timely resolution of critical issues.
Identify project risks and develop mitigation plans.
Conduct impact assessments for scope changes.
Manage change requests and project governance approvals.
Ensure proper documentation and reporting of project risks and issues.
Drive automation and process optimization initiatives.
Implement project management best practices.
Support digital transformation and operational excellence programs.
Leverage Agile, Scrum, and hybrid delivery methodologies where applicable.