Available Jobs at Concentrix

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

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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.

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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 »

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 »

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