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  • Posted: Oct 24, 2024
    Deadline: Not specified
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  • Concentrix, Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 125 new economy clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next g...
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    Sales Advisor

    What you will do in this role

    • Working towards consistently achieving and exceeding set targets
    • Consistently applying agreed behavioral 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 time
    • Verifying and updating customer information
    • Proactively offer solutions to any issues or concerns that customers might face
    • Your qualifications and experience

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

    • Have a minimum of 6 months target driven sales experience (essential)
    • Have at least 6 months experience working in an international BPO contact center environment (essential)
    • Passed Grade 12
    • Ability to work night shift
    • Proficient in English verbal communication
    • Are self-motivated and highly responsible

    go to method of application »

    IT Operations Manager

    Main Responsibilities

    • Active participation in delivery and execution of the Incident Management process. In case of Sev1 incidents, validate from production floor all the artifacts and extract details like Ping/Trace Route and initiate troubleshooting session with all platforms to isolate the problem.
    • Ensure completion/addition/modification of Backup is managed & monitored daily. Managing Tape inventory for Concentrix & Customer owned Tapes and moving them weekly to off-site location. Catering to restoration of data on requests received from Business.
    • Solutioning and supporting new Transitions on Image & Desktops Readiness.
    • Ensuring all PCI, HIPPA accounts are IT security compliant following PCI, HIPPA guidelines within the spans.
    • All security controls are implemented starting from Active Directory group policy deployment on all production desktops from the active directory
    • BCP test for IT infrastructure, links/firewalls specific to all accounts. Performing failover tests for Firewall, Network, Servers AD/DNS/DHCP services, PA & BA switch testing to ensure we are compliant with BCP guidelines and contractual obligations to the customer.
    • Ensure compliance & security for the site. Maintaining system compliance & audits following COPC, ISO 27001 standards & ensure 100% contract compliance.
    • Muster L2 / L3 support for all network, server & voice infrastructure for CNX and client owned equipment as applicable.
    • SSAE activity.
    • PGP Desktops Validation, OU Users Policy Validation & Computer OU Policy validation.
    • Daily, weekly, monthly review of all pending tickets within the span
    • Site Hardening testing.
    • Ensure validation and corrective actions including validation of controls like printer permissions, AD Users & computers permissions for restriction of c: guide permission, saving rights, software installation rights & software deployment on desktops.
    • Validation & updation of images & documents on WDS / Tivoli servers to ensure all images are updated with latest patches, customer software, Service Packs etc.
    • Measure & support b/w use of accounts and monthly reporting for bandwidth use.
    • Validation of Client Asset/Software with client and ensuring all of these assets are a part of inventory.
    • Update Daily/Monthly/Quarterly/Half Yearly/Yearly Health Checklist.
    • Manage Local DNS /DHCP/File server/Tivoli server for service delivery location as daily operation to support Business.
    • Achieve and Maintain high IT VOC scores. Action planning for identified areas.
    • Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment

    Qualifications and Experience Required

    • 9+ years' experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
    • Bachelor's Degree/Post Graduate (Or equivalent)
    • ITIL V3, MCSE, CCNA or similar certifications required
    • Knowledge of Windows, Network, Voice
    • Knowledge of ITIL V3 Framework
    • Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.
    • Intermediate understanding of Enterprise Networks, Active Directory set up & Windows servers
    • Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per ISO/IEC 27001:2013, ISO 22301 Business Continuity & PCI
    • Flexibility to stretch & deliver within timelines.

    go to method of application »

    Supervisor, Regulatory Compliance -Durban

    THE ROLE PURPOSE

    • To provide independent oversight and assurance of the Tier 1 and 2 control environment through audits / assurance reviews for Concentrix and client regulatory and contractual requirements.  

    By providing controls and checks to:

    • Evidencing adherence to key regulatory Manuals and frameworks agreed across the account
    • Oversight to demonstrate compliance with Regulatory and Contractual requirements
    • Identify risks and issues impacting the customer journey
    • Provide recommendation to improve the risk and control environment 
    • Evidence conformance with processes
    • Demonstrate compliance with Regulatory, Client and Concentrix requirements
    • Identify fraud/potential fraud to protect Concentrix and its clients
    • Champion the Concentrix Ethics and Compliance Culture

    Risk Assessment and Controls

    • Facilitate cross site/cross Line of Business consistency of regulatory processes, such as Consumer Duty and Treating Customers Fairly (TCF).
    • Support Risk Assessment for significant changes reporting outputs to internal stakeholders and where appropriate client stakeholders.  
    • Actively support the change management process to ensure all relevant risks are highlighted through the impact assessment on all Change Requests.
    • Carry out risk based process audits and prepare clear reports. 

    Compliance, Governance & Reporting

    • Assist the operation in identifying actions to close out audit findings and track completion
    • Risk reporting to be consistent, clear, accurately represented and communicated in a timely manner to the appropriate audience
    • Be the interface for other Concentrix Business audits, client audits and third party audits
    • Ensure all client, regulatory and statutory trainings are taken on time, tracked and flag associated risks and issues  
    • Champion the Culture of Ethical Business and Compliance 
    • Work with Account Management and Operational Delivery to ensure scripts meet client and regulatory requirements.
    • Liaise with Quality to ensure that compliance elements of quality scorecards reflect client and regulatory requirements.
    • Collect and collate data on a regular basis to ensure reporting standards and requirements are met
    • Maintain control of Compliance logging/schedules for own remit
    • Ensure all new policies have internal and external Compliance sign-off
    • Highlight any concerns around Fraud and drive Fraud Prevention activities on the Delivery floor

    Candidate Profile

    • Applies company policies and procedures to resolve issues
    • Approachable/strong interpersonal skills and the ability to communicate at all levels, face to face or using remote tools
    • Professional & Confident
    • Can identify/determine appropriate action(s) required to solve a range of complex problems
    • Strong investigative, planning and organisational skills
    • Attention to Detail
    • Track record of working to deadlines
    • Confident working remotely and as part of a team
    • Integrity – Does the right thing
    • Flexible

    go to method of application »

    Supervisor, Regulatory Compliance - Cape Town

    THE ROLE PURPOSE

    • To provide independent oversight and assurance of the Tier 1 and 2 control environment through audits / assurance reviews for Concentrix and client regulatory and contractual requirements.  

    By providing controls and checks to:

    • Evidencing adherence to key regulatory Manuals and frameworks agreed across the account
    • Oversight to demonstrate compliance with Regulatory and Contractual requirements
    • Identify risks and issues impacting the customer journey
    • Provide recommendation to improve the risk and control environment 
    • Evidence conformance with processes
    • Demonstrate compliance with Regulatory, Client and Concentrix requirements
    • Identify fraud/potential fraud to protect Concentrix and its clients
    • Champion the Concentrix Ethics and Compliance Culture

    Risk Assessment and Controls

    • Facilitate cross site/cross Line of Business consistency of regulatory processes, such as Consumer Duty and Treating Customers Fairly (TCF).
    • Support Risk Assessment for significant changes reporting outputs to internal stakeholders and where appropriate client stakeholders.  
    • Actively support the change management process to ensure all relevant risks are highlighted through the impact assessment on all Change Requests.
    • Carry out risk based process audits and prepare clear reports. 

    Compliance, Governance & Reporting

    • Assist the operation in identifying actions to close out audit findings and track completion
    • Risk reporting to be consistent, clear, accurately represented and communicated in a timely manner to the appropriate audience
    • Be the interface for other Concentrix Business audits, client audits and third party audits
    • Ensure all client, regulatory and statutory trainings are taken on time, tracked and flag associated risks and issues  
    • Champion the Culture of Ethical Business and Compliance 
    • Work with Account Management and Operational Delivery to ensure scripts meet client and regulatory requirements.
    • Liaise with Quality to ensure that compliance elements of quality scorecards reflect client and regulatory requirements.
    • Collect and collate data on a regular basis to ensure reporting standards and requirements are met
    • Maintain control of Compliance logging/schedules for own remit
    • Ensure all new policies have internal and external Compliance sign-off
    • Highlight any concerns around Fraud and drive Fraud Prevention activities on the Delivery floor

    Candidate Profile

    • Applies company policies and procedures to resolve issues
    • Approachable/strong interpersonal skills and the ability to communicate at all levels, face to face or using remote tools
    • Professional & Confident
    • Can identify/determine appropriate action(s) required to solve a range of complex problems
    • Strong investigative, planning and organisational skills
    • Attention to Detail
    • Track record of working to deadlines
    • Confident working remotely and as part of a team
    • Integrity – Does the right thing
    • Flexible

    go to method of application »

    Customer Service

    What you will do in this role

    • Taking ownership of high profile, escalated cases from beginning to resolution
    • Manage work order within business SLA's
    • Assess Health and Safety risks and take a proactive approach to mitigate risks to the client's business
    • Consistently applying agreed behavioral 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 time
    • Verifying and updating customer information
    • Proactively offer solutions to any issues or concerns that customers might face
    • Your qualifications and experience

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

    • Have a minimum of 12 months International BPO Call Centre experience (Essential)
    • Experience in travel, e-commerce, retail and fintech (Advantageous)
    • Passed Grade 12
    • Ability to work shifts aligned to US business hours
    • Proficient in English verbal communication
    • Are self-motivated and highly responsible

    Method of Application

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