Job Description
Job Title:  Sr Executive -SME
City:  Hyderabad
State/Province:  Telangana
Posting Start Date:  11/28/25
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

Role Purpose


The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. 
 

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SKILLS

-Good communication and email writing skills.
-Quick learner with curiosity to explore and improve.
-Focused on improving workflows and reducing manual tasks.
-Ensure quick and smooth resolution of escalations.
-Plan and drive process improvements to boost efficiency.
-Proficient in Google Sheets, Slides, Docs, MS Office, and online tools.
-Strong interpersonal, decision-making, and influencing skills.
Documentation and Reporting:
- Create detailed documentation for processes, tools, and user queries.
- Maintain a record of stakeholder communications and deliverables.
Adaptability:
- Stay updated with the latest tools, technologies, and methodologies to enhance operational efficiency.
custoner mindeset, bpo  meet targets , idead 

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Responsibilities:
-Act as the Process Specialist and Subject Matter Expert (SME) for the assigned function.
-Process tickets and manage queues to ensure KPI(TPH, CSAT, FCER Quality and SLA).
-Identify process inefficiencies and recommend both manual and automated improvements.
-Prepare and publish reports on a daily, weekly, and monthly basis whenever required.
-Monitor emails / calls / chats, ensuring timely responses and SLA compliance.
-Escalate unresolved issues to the concerned teams and follow up with PgMs / stakeholders until closure.
-Provide guidance, mentoring, and training to production agents to maintain process quality.
-Generate actionable insights from data and propose process or performance fixes.
-Maintain a Single Source of Truth (SSOT) or central repository for all process-related documents.
-Be highly data-driven, leveraging metrics to monitor performance and identify trends.
-Demonstrate strong understanding of reporting metrics and insights.
-Prepare and present Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs) effectively.
Adaptability: 
• Stay updated with the latest tools, technologies, and methodologies to enhance operational efficiency.
Documentation and Reporting:
• Create detailed documentation for processes, tools, and user queries.
• Maintain a record of stakeholder communications and deliverables.
• Create reporting templates for daily, weekly, and monthly reports.
Floating Responsibilities:
• Manage backlogs, escalations, and high-priority cases.
• Provide mentorship and process guidance to production agents.
• Work on workflow optimizations and process improvement projects.
• Support the PgM in refining support processes.

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Flexble to work into a 24*7 work environment

Work from Office

5 days 

Good english communication

Graduates can only apply

Min work experience 2-3 years

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Mandatory Skills: Customer Service(Product&Service) .

 

Experience: 1-3 Years .

 

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.
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