Sme L2
Job Location:
Charlotte, NC - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Role Purpose
The purpose of this role to deliver great customer service/experience by effectively acknowledging tracking and prioritizing all client cases as per the regulatory guidelines and ensuring resolution as per the defined SLAs by allocating the same to the relevant support team.
Do
- Ensure operational excellence through contract and regulatory compliance effective case acknowledgment tracking prioritization system updation and reporting
- Acknowledge client cases as per the SLAÃÂÂs defined in the contract
- Access client tool and log all incoming client cases accurately on the internal tool as per contract
- Accurately document all pertinent case information such as case number case type etc. of daily cases received
- Follow standard processes and procedures to track and prioritize all client cases
- Accurately update the internal tool with daily cases and forward the same to respective agents and QAs
- Access and maintain internal knowledge bases resources and frequently asked questions to aid in effective case logging and prioritization
- Maintain and timely update internal tool for agents to speed up response time
- Identify red flags and escalate serious client issues to Team leader in cases of non-compliance and untimely resolution
- Ensure all client information disclosures and regulatory changes are given to agents and QAÃÂÂs on a regular basis
- Monitor compliance with service agreements to avoid legal challenges
- Share recorded case logs and status reports with clients and supervisors on a daily basis
- Deliver excellent customer service through effective understanding of client tool accurate case logging and prioritization as per regulatory guidelines
- Serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tool
- Develop deep understanding and use of client tool to effectively perform day today duties
- Access client tool and acknowledge to the client the receipt of the cases as per the SLAÃÂÂs defined in the contract
- Accurately document all pertinent case information such as case number case type etc. on a daily basis for all cases received
- Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defines by the client
- Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases
- Maintain logs and records of all client cases as per the standard procedures and guidelines
- Collaborate with client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases
- Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools training sessions on new regulations and regular reporting
- Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software
- Maintain tracker of all cases received along with the allocation information for reporting purposes
- Ensure all client cases are resolved as per the defined SLAÃÂÂs and regulatory guidelines defined by the client
- Maintain and share the resolution status report with supervisor and client on a daily basis
- Share the hourly productivity update report with supervisors and clients on a daily basis
- Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt.
- Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs
- Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance
- Liaise between the client and internal teams on escalations of serious issues and unique queries
- Follow up with agents and QAs to record feedback and ensure compliance to contract SLAÃÂÂs and regulations
- Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case
- Build capability to ensure operational excellence and maintain superior customer service levels for the existing client
- Undertake trainings to stay current with any new features changes and updates on client tool
- Enroll in product specific and any other trainings per client requirements/recommendations
- Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently
- Identifying and document most common problems and recommend appropriate changes to the team leader
- Updates job knowledge by participating in self learning opportunities and maintaining personal networks
The Operations Manager is a senior operations leadership role responsible for owning end-to-end site performance for Customer Delivery in the Metro market. This role leads Pick Pack and Loading (PPL) operations and serves as the primary operational liaison between Customer and Wipro. The City Manager is accountable for safety service level achievement cost control team capability development and continuous improvement across all assigned position is expected to demonstrate strong people leadership data-driven decision-making and operational ownership while supporting network scalability and future market expansion.
Key Accountabilities:
- Operational Ownership & Delivery Excellence Own daily site performance for all Pick Pack and Loading (PPL) operations ensuring consistent execution of Customer and Wipro operational standards.
Deliver KPI and SLA performance across safety quality cost and delivery metrics.
Conduct regular site walks and audits visiting each assigned store location a minimum of two times per week to validate compliance and performance.
Serve as the escalation point for operational risks service disruptions and customer-impacting Planning & Resource Management
Lead workforce planning labor forecasting and shift scheduling for loaders packers and ground support teams.
Ensure service coverage aligns with forecasted volume peak demand and network requirements.
Balance operational needs with labor and budget targets to drive cost efficiency.
Provide on-call operational leadership support on weekends (Saturday and Sunday) as Leadership & Talent Development
Lead coach and develop Tier 1 and Tier 2 team members building a high-performance and safety-first culture.
Own performance management processes including goal setting feedback corrective action and recognition.
Partner with recruiting and HR to interview select and onboard top talent.
Ensure training completion certification tracking and role readiness through documented onboarding and recurring training Compliance & SOP Governance
Own site-level compliance with Customer and Wipro safety standards SOPs and customer care policies.
Lead safety audits incident reviews and corrective action plans to mitigate risk and prevent recurrence.
Maintain audit-ready documentation for training safety and operational Management & Business Reporting
Own daily weekly and monthly performance reporting including productivity quality inventory accuracy and customer feedback.
Utilize Excel and standard reporting tools to analyze trends identify gaps and drive root-cause problem solving.
Present performance reviews and business updates in stakeholder and leadership & Partner Collaboration
Act as the primary site-level partner to Customer and Wipro leadership ensuring alignment on priorities performance and continuous improvement initiatives.
Collaborate with flight operations ground support engineering and customer experience teams to ensure seamless end-to-end delivery execution.
Communicate risks constraints and improvement plans with transparency and Stewardship & Budget Management
Support site-level budgeting labor planning and cost controls aligned to financial targets.
Identify and implement productivity and cost-reduction opportunities without compromising safety or Resolution & Employee Relations
Manage employee relations issues mediate conflicts and uphold a respectful and inclusive work environment.
Partner with HR and leadership on corrective action investigations and policy Improvement & Network Growth
Lead continuous improvement initiatives using standard problem-solving and Lean/operational excellence tools.
Support new site launches and network expansion through staffing training SOP deployment and operational readiness Schedule & Availability Monday through Friday 40 hours per week Weekend on-call leadership support (Saturday and Sunday) as required by operational needs
Minimum Qualifications
5 years of progressive leadership experience in operations logistics supply chain or last-mile delivery environments
Demonstrated success in KPI/SLA ownership and performance management
Strong proficiency in Microsoft Excel and data-driven reporting
Experience leading frontline and supervisory teams in fast-paced high-volume operations
Knowledge of safety compliance SOP governance and training program managementPreferred Qualifications
Experience working in a matrixed or client-partner operating model (e.g. Customer/Wipro or similar) Lean Six Sigma or continuous improvement training or certification
Experience supporting multi-site operations or market-level leadershipLeadership Competencies (Customer / Wipro Aligned) Customer Obsession & Service Excellence Ownership & Accountability Safety-First Leadership Data-Driven Execution Talent Development & Coaching Cross-Functional Collaboration Operational Excellence & Continuous Improvement Bias for Action & Adaptability
Mandatory Skills: Drone Scan. Experience: 1-3 Years.The expected compensation for this role ranges from $35500 to $76000 . 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 Wipros 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.About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.
