Fresh Openings at Concentrix

Main Responsibilities:

• Positive contribution on knowledge transfer, investing extra time and energy to inspire in building more creative and higher performing team
• Network Support scope for EMEA locations on weekly time Monday to Friday, 24x7x365 support with regional on call monthly rotation
• Provide support framework for our teams and provide in-depth technical support on wide range of Cisco, Palo Alto, Fortigate hardware implementation within Concentrix.
• Design and implement new network and security related products and work with the Core Network team to understand the existing core network, and to ensure new services are integrated correctly.
• Document completed services and perform a handover to other departments for in-service delivery
• Follow Service Transition and Change Control procedures for production platforms and services
• Adherence to all internal policies associated with PCI and ISO27001 certification standards Compliance with our internal client's procedures

Handling and protection of Our Client information - Reporting of security events - Implementing appropriate procedures

• Network administration of technical changes to the Cisco, Fortinet, Palo Alto hardware and software components
• Perform capacity planning for management reviews of the network overall performance/health
• Keep up-to-date with data and voice security standards and best practices
• Manage Cisco routers & switches, Fortinet, Cisco, Palo ALto UTM firewalls.

What you need to have:

• 2-5 years of experience with multi vendors either Cisco ASA, Fortigate, Palo alto along with additional other vendors hands-on experience
• 2-5 years of experience in core network technologies including Cisco and Fortinet
• 2-5 years of experience with routing protocols including OSPF,EIGRP and BGP
• 2-5 years of experience with of Service Level Agreement, QOS. 2-5 years of experience with LAN environment including VSS, STP , Stackwise virtual and various trunking protocols and security features, SIP and Voice related services.
• Cisco certification CCNA , CCNP would be advantageous
• Bachelor's Degree

Closing Date 2025-10-15

go to method of application »

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

go to method of application »

Job Description

• The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates.
• This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Essential Functions/Core Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Candidate Profile

• Associate's degree in related field with two to four years of relevant experience preferred
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule

go to method of application »

Job Description

• The WFM Country lead is responsible for overseeing all aspects of workforce planning, real-time management, and resource optimization across South Africa.
• The successful candidate will provide leadership to an accomplished workforce management team, collaborate with various departments, and shape the direction of the WFM operating model within country.

What you’ll be doing

• Contribute to the development of long-term strategic plans, leveraging WFM insights to shape organizational goals and priorities
• Collaborate closely with cross-functional teams, including Customer Service, Operations, Finance, and IT, to ensure WFM strategies align with overall business objectives
• Implement cost-effective measures while maintaining a high standard of service
• Manage departmental budgets, including labor costs, technology investments, and other resources
• Drive efficiency and effectiveness improvements while maintaining or exceeding service level goals
• Identify and lead process improvement initiatives within the WFM department and related operational areas
• Provide mentorship, coaching, and growth opportunities to nurture talent
• Lead the training and professional development of the WFM team, focusing on developing advanced skills and expertise

Role Requirements

• Experience in leading large WFM teams across multi-site operatons.
• Strong and proven communication experience with both local & Non-Local clients across the EMEA Region.
• Strong knowledge with WFM tools, ie IEX/Teleopti/CMS/Genesys etc.
• Excellent communication skills, both written and verbal.
• Ability to effectively present information to internal and external associates
• Advanced Microsoft Office skills
• Practical experience of Direct People Management
• Proven 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
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Solid understanding of the organization's business operations and industry.
• Demonstrated ability to comprehend, analyse, and interpret. Ability to analyse large quantities of raw data to create strategic action plans

Ideal Candidate Profile

• Experience of working in a large BPO / CX organisation
• Practical Experience of WFM NICE IEX preferred.
• Knowledge of reporting tool and processes.

go to method of application »

Job Description

• The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates.
• This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Essential Functions/Core Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Candidate Profile

• Associate's degree in related field with two to four years of relevant experience preferred
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule

go to method of application »

Job Description

Key Responsibilities:

• Deliver one-on-one and group coaching sessions focused on:
• Sales techniques (consultative selling, objection handling, closing)
• Product knowledge and system navigation
• Customer engagement and compliance
• Monitor live or recorded calls to evaluate agent performance against KPIs and quality benchmarks
• Identify performance gaps and develop tailored coaching and development plans
• Collaborate with Team Leaders and QA Analysts to ensure a unified coaching approach
• Facilitate daily/weekly motivational huddles, performance insights, and quick refreshers
• Track and report on coaching effectiveness and improvements in agent performance
• Support onboarding and continuous upskilling of new and existing sales staff
• Drive a high-performance culture through best practice sharing and recognition
• Ensure adherence to compliance, regulatory, and business standards
• Analyze performance data to identify trends and opportunities for intervention
• Conduct regular floor support, side-by-sides, or shadowing sessions
• Contribute to the creation and refinement of training materials and documentation

Skills and Competencies:

• In-depth knowledge of sales strategies and customer psychology
• Exceptional communication, interpersonal, and motivational skills
• Proven ability to coach and develop others in a fast-paced sales environment
• Strong analytical and data interpretation skills
• High emotional intelligence and adaptability
• Effective time management and organizational skills
• Confident in delivering presentations and facilitating training
• Proficiency in CRM systems, call monitoring platforms, and Microsoft Office

Minimum Requirements:

• Matric (Grade 12) – Essential
• Minimum 5 years’ proven experience in a high-performance sales environment, including at least 2 years in a contact centre sales role and 1 year in a coaching, QA, or leadership capacity within a sales teamExperience working in a target-driven and customer-centric environment
• Demonstrated ability to influence sales outcomes through coaching and development initiatives
• Proficiency in CRM systems, sales enablement platforms, call tracking tools, and Microsoft Office
• Sales coaching certification or relevant training qualification – Advantageous

Key Performance Indicators (KPIs):

• % improvement in sales conversions post-coaching
• Target achievement and performance uplift of coached agents
• Coaching session completion rates
• Improvement in Quality Assurance (QA) scores
• Decrease in compliance or regulatory breaches
• Retention of agents within coached groups