Project Manager - Atlanta Office

Project Manager - Atlanta OfficeRole Purpose: 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.Do Support process by managing transactions as per required quality standards Fielding 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 Project Planning & Delivery 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. Customer & Stakeholder Management 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. Risk, Issue & Change Management 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. Process Improvement & Transformation 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. Experience 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. Technical Knowledge Telecom Network Technologies (WAN, LAN, MPLS, SD-WAN, SIP, VoIP) Service Delivery and Service Assurance Telecom Order Management and Provisioning Project Management Skills Project Planning and Execution Risk and Issue Management Stakeholder Management Financial and Budget Management Vendor Management Contract and SOW Management Agile and Waterfall Methodologies Preferred Certifications PMP (Project Management Professional) PRINCE2 ITIL Foundation/Intermediate Scrum Master / SAFe Agilist CCNA / CCNP (Preferred) Telecom Domain Certification Mandatory Skills: Customer Service. Experience: 3-5 Years . The expected compensation for this role ranges from $45,000 to $110,000 . Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options. Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law. Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome. Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.