Active Jobs at Concentrix

Job Description

• Experience the power of a game-changing career
• Are you a people-oriented individual with a passion for assisting others? We are seeking a Customer Service Representative to join our dynamic team of game changers in our sunny Durban office!

Concentrix is a great match if you have:

Experience

• Must have a minimum of 24 months of customer service experience within a contact Centre (12 months within an international campaign)
• Banking/Insurance industry experience (Advantageous)

Qualifications

Essential

• Matric
• Clear criminal and credit record
• English Proficiency, both written and spoken
• Understanding of the Call Centre industry
• Ability to understand a customer’s query
• Computer literacy – ability to speedily navigate multiple systems effectively
• Ability to type a minimum of 26 wpm with 80% accuracy 
• Passion for providing excellent Customer Service
• Attention to Detail
• Availability to work shifts in a 24/7 environment

​​​​​​​What’s in it for you

In this role, we offer benefits that help you support your unique lifestyle:

• Basic Salary: R 8700 + R1000 Campaign allowance 
• Medical aid for Employee or Medical insurance for Employee + 2 Dependents
• Provident fund 
• Subsidized transport 

​​​​​​​What you will do in this role:

• Assist customers with activating new cards, requesting replacements, and setting or resetting PINs 
• Accurately update customer personal and account information in systems
• Guide customers through the process of disputing unauthorised or incorrect charges
• Help customers identify and report suspicious or fraudulent activity on their accounts
• Provide assistance with making payments, setting up Autopay, and initiating balance transfers 
• Assist customers with login, access, and password issues related to online and mobile banking platforms
• Help customers review recent transactions, verify account balances, and clarify charges
• Process account closure requests in a professional and secure manner
• Assist customers with inquiries related to credit limits and declined transactions

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Job Description

• Are you looking for an opportunity to jumpstart your career in the service industry? Now is your time to shine with Concentrix in this exciting opportunity to join our dynamic team as a Customer Service Advisor working on an internationally innovative media campaign with a base salary of R8500.
• You’ll be working on-site from our vibrant Cape Town office, where creativity meets cutting-edge technology. All the while, you’ll become part of a community of like-minded individuals who become friends for life.

This Customer Service Advisor role at Concentrix is a great match if you:

• Have at least 6 months of experience working in an international BPO contact centre customer service environment (essential)
• Passed Grade 12
• Ability to work shifts aligned to United States business hours
• Proficient in English verbal and written communication
• Are self-motivated and highly responsible

​​​​​​​What’s in it for you

In this role, we offer benefits that help you support your unique lifestyle:

• Basic salary of R8500
• Performance incentives
• Subsidized transport
• Pension fund
• Fantastic Employee Assistance Programme (EAP)
• Medical aid for the main member / Medical Insurance for the employee and two dependents
• Group life cover
• Access to financial well-being sessions, will writing sessions and stress management sessions
• Team building and upskill training opportunities
• Interactive and inclusive company culture

​​​​​​​What will you do in this role

• Working towards consistently achieving and exceeding set targets
• Consistently applying agreed behavioural and compliance standards
• Sharing knowledge and skills with other members of the team
• Communicating new information that is relevant to the campaign to colleagues, customers and managers
• Developing and maintaining current knowledge of the campaign
• Ensuring first contact resolution at all times
• Protecting information security and taking responsibility for highlighting any issues that you are made aware of by using the correct processes
• Providing excellent customer experiences at all times
• Verifying and updating customer information
• Proactively offer solutions to any issues or concerns that customers might face 

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Job Description

• The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Essential Functions/Core Responsibilities 

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed   
• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)   
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements   
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)   
• Create and maximize relationships with client partners   
• Provide leadership and guidance to direct reports  to ensure consistent administration of company policies and standards;  define and implement any corrective actions needed to meet operational performance   
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching   
• Create a positive work environment  through employee engagement; resolve employee relation issues in a professional and timely manner   
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement   
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements 
• Attend business reviews with the client   
• Handle a team of team leaders

Candidate Profile 

• Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
• Call center experience preferred
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule

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Job Description

• To keep a live dialogue going with the Bridge amongst other relevant sources to ensure the contact centre site is operating consistently in line with operational and client targets, and to be aware of what is taking place on the global client estate.

Deciding and initiating action:

• Makes prompt, clear decisions which may involve tough choices or considered risks.
• Takes responsibility for actions, projects and people.
• Takes initiative, acts with confidence and works under own direction
• Initiates and generates activity.

Analysing:

• Analyses numerical data, verbal data and all other sources of information.
• Breaks information into component parts, patterns and relationships
• Probes for further information or greater understanding of a problem.
• Makes rational judgements from the available information and analysis.
• Produces workable solutions to a range of problems.
• Demonstrates an understanding of how one issue may be part of a much larger system.

Delivering Results And Meeting Customer Expectations

• Focuses on customer needs and satisfaction; sets high standards of quality and quantity.
• Monitors and maintains quality and productivity.
• Works in a systematic, methodical and orderly way.
• Consistently achieves goals.

Coping With Pressure And SetbacksWorks productively in a pressurised environment.

• Keeps emotions under control during difficult situations.
• Balances the demands of a work life and personal life.
• Maintains a positive outlook at work.
• Handles criticisms well and learns from it.

Planning And Organising Sets clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances.

• Manages time effectively.
• Identifies and organises resources needed to accomplish tasks.
• Monitors performance against deadlines and milestones.

Presenting And Communicating Information Speaks clearly and fluently; expresses opinions, information and key points of an argument clearly.

• Makes presentations and undertakes public speaking with skill and confidence; responds quickly to the needs of an audience and to their reactions and feedback; projects credibility.
• Bridge Co-Ordination And Administration: Maintains key bridge contact for the Webhelp/client siteCommunicates with multiple stakeholders simultaneouslyAnalyses trends such as call volume, average handle time, and attendance to understand and plan for potential overstaffing/understaffing conditionsManages call centre profiles, including skill change/manipulation
• Systems And Incident Monitoring:Monitors schedule adherence to assist the management team in achieving target driven adherence goalsMonitors Workforce Management live as requiredMaintained WFM tool with live week decision making exceptions and shrinkage.
• Reporting Monitors and updates daily reports in line with operational requirements to effectively manage the performance in line with target driven results
• Assists in the development of reports and/or processes to increase the ability of the call centre to effectively and accurately plan and forecast target driven performance results
• Updates schedules and reports to reflect changes in staffing.

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Job Description

• To support the development and implementation of service insights across strategic client accounts, with a strong focus on turning data into practical and quantifiable solutions.
• This role plays a critical part in differentiating the business in the outsourced contact centre market through intelligent analytics. By applying structured methodologies, the Insight Analyst delivers measurable, data-driven outcomes that improve business performance, customer experience, and operational efficiency.

Qualifications and Skills Required

• Degree-level qualification in any discipline (science or data-related fields preferred).
• Proven understanding of fundamental statistical and analytical techniques (experience with Six Sigma, Prince 2, or similar methodologies advantageous).
• Strong numeracy and practical knowledge of statistics essential, with experience in advanced techniques such as regression analysis, clustering, and predictive modeling.
• Proficiency in programming languages such as Python, R, or SQL, as well as data visualization tools like Tableau, Power BI,DOMO or QlikView.
• Familiarity with statistical software (SPSS, Minitab, or similar) and advanced Excel functionalities.
• Ability to develop practical, actionable solutions based on data insights.
• Strong written and verbal communication skills, with experience in storytelling with data to drive business decisions.
• Experience presenting to and influencing internal and external stakeholders at all levels of seniority.
• Demonstrable ability to compose high-level presentations, papers, and documentation tailored to the audience.
• Experience in cross-functional collaboration and managing diverse stakeholders.
• Exceptional planning, organizational, and time management skills.
• Call Center Management experience preferred, with a track record of supporting operational improvements.
• Project management experience and related certifications advantageous.
• Innovative problem-solving skills and the ability to adapt to evolving business needs.
• Continuous learning mindset to stay updated on emerging trends in analytics and data science.

Person Specification

• Minimum 2+ years’ experience in data analysis, insights, or a similar analytical role.
• Proficient in data visualisation tools such as Power BI, Tableau, or Looker.
• Working knowledge of SQL for querying databases.
• Demonstrated understanding of fundamental statistical and analytical techniques, including methodologies such as Six Sigma or Prince 2.
• Experience using Python or R for statistical programming is a plus.
• Strong communication and storytelling skills, able to clearly translate data into actionable insights for technical and non-technical audiences.
• High attention to detail and strong problem-solving capabilities.
• Ability to develop practical solutions based on the outputs of data analysis.
• Familiarity with predictive analytics and machine learning techniques is advantageous.
• Proficiency with Microsoft applications, particularly Excel and PowerPoint.
• Understanding of client systems, processes, and best practices in a BPO or contact centre context.

Accountabilities & Deliverables

Service Excellence

• Proactively identify opportunities to enhance the level of service provided to internal and external stakeholders.
• Develop and present insights in a manner that is clear, concise, and actionable.

Driving Results

• Contribute to business success by achieving individual and team objectives.
• Use data-driven insights to support strategic decisions and deliver measurable business outcomes.

Innovation

• Seek opportunities to improve processes, tools, and methodologies while managing associated risks.
• Proactively suggest new ideas to management and challenge the status quo diplomatically.

Managing Relationships

• Build and maintain strong relationships across the organization, demonstrating integrity and respect.
• Engage effectively with stakeholders, persuading others to consider alternative perspectives and accept outcomes through logical discussion and reasoning.

Required Behavioral Competencies

• Recognition – Acknowledge and celebrate individual contributions to ensure collective success.
• Integrity – Maintain a positive attitude and lead by example, treating others with respect and fairness.
• Unity – Prioritize team success over personal interests, fostering a collaborative environment.
• Commitment – Honor promises made to colleagues and customers, consistently delivering high-quality results.
• Wow Factor – Strive to exceed expectations by continually seeking to amaze and inspire.
• Adaptability – Thrive in a fast-paced, high-pressure environment while maintaining focus and resilience.
• Proactive Learning – Demonstrate a commitment to personal and professional growth by staying informed about industry trends.
• Emotional Intelligence – Effectively manage interpersonal relationships with empathy and professionalism.