Fresh Openings at Concentrix

Job Description

• We’re on the hunt to find the type of leader we’d all come to if the world was ending, could this be you?
• If you’re a confident decision maker who is driven by results, whilst nurturing your people and teams, then joining our vibrant business as Head of Operations in Durban could be your calling.
• This opportunity requires a well experienced and highly organised individual to own the operational performance and lead your teams to deliver industry leading customer service and achieve the business’s objectives.
• If you’re the type of person who values and nurtures relationships, takes note of people’s key strengths and knows exactly how to use this to your advantage to help find solutions, then you’re already ahead of the game.
• A critical eye for detail and strategic way of thinking will get you far in this role, while a genuine knack for sales and persuasive communication is sure to impress us.
• If you have a proven track record of achieving positive results in the BPO sector, then take this moment to apply today.

What You'll Be Doing:

• Lead and optimise best-in-class operational performance across all customer experience, sales and retention functions, ensuring consistency and excellence in delivery.
• Proactively identify and execute opportunities to exceed performance targets, maximise revenue growth and drive achievement of strategic business objectives.
• Manage financial performance including budget oversight and P&L optimisation, ensuring commercial principles and cost efficiency are maintained.
• Develop, track and report on key performance metrics, customer outcomes and account objectives to drive informed decision-making.
• Ensure rigorous adherence to change control governance and accurate reporting into monthly commercial and invoice cycles.
• Support people strategy by contributing to recruitment, onboarding, training, performance management and ongoing employee engagement.
• Ensure compliance with regulatory and organisational standards, maintaining robust governance processes.
• Champion talent development and capability growth within teams, fostering a high-performance culture.
• Communicate key priorities and performance updates across internal teams and stakeholders, strengthening engagement and alignment.
• Act as a trusted partner to clients and internal stakeholders across regions, aligning strategic plans, initiatives and operational delivery.

Skills & Experience Required:

• Minimum 5 years’ experience in a senior operations leadership role, ideally within a contact centre, CX-led or commercial environment.
• Strong background in sales, revenue growth and retention strategy (highly advantageous).
• Proven ability to design and execute customer experience and operational strategies that enhance performance and customer outcomes.
• Strong understanding of regulated industries with experience in retail, telecoms, or financial services.
• Demonstrated success in managing senior stakeholder relationships and influencing at executive level.
• Excellent communication, negotiation, and relationship-building skills.
• Proven ability to deliver complex programmes of work and embed continuous improvement initiatives.

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Job Description

• We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.
• The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.
• In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.
• Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.
• We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.
• Join us and be part of this journey towards greater opportunities and brighter futures.
• To provide end user support across the organization’s desktop, network, telephony and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities.  

Key Duties and Responsibilities 

• Excellent proven skills on service management fundamentals with hands on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipments. 
• To support/trouble shooting the local servers and network devices with the help of Network and Servers team remotely. Intermediate knowledge and understanding of Network, Server & Voice infrastructure for strong troubleshooting & problem resolution skills. Adept at Ping & Tracert Analysis, voice infrastructure at deskside level, capturing AD GP test outputs for analysis, troubleshooting DNS resolution errors, use of net commands, IP config etc. & maintaining Hub room and Data Center Structured Cabling. 
• Hands on experience on End user computing like Desktops, Laptops, Hard Phones, Wifi devices, etc. on both Hardware & Software aspects. 
• Hardware – expertise in replacing motherboard, SMPS, RAM, Laptop LCD Screen, Laptop keyboard, Avaya hard phone config. Video Conferencing equipments etc. 
• Software- OS level troubleshooting in Win 10, MS Office 2013 & Above package, Outlook config, Skype For Business, One Drive, Softphone, Antivirus troubleshooting, HDD to HDD Imaging / Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wifi Config, Video Conferencing. Firmware updates for deskside equipment like Cisco & Avaya phones.  
• Evaluate scenarios to effectively capture & recommend inputs to help make decision on process exceptions  
• Trouble shooting & co-ordination for high impact/severity 1/2 issues & communicating real time updates to the BRC team.  
• Hands on experience on IT Support / IT Operations & End to end IT Service Delivery, Shift Management 
• Supporting onboarding New Accounts, managing Ramp Up & Ramp Downs, Account Movements. 
• Manage BCP testing & failover by completing/coordinating checkouts on the floor. 
• Ensuring compliance and security for the site. Maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance 
• Hands on handling of IT Ticket resolutions on ITIL based framework, maintaining systems compliance and audits to ensure 100% contract compliance. 
• Raise change requests with supporting artifacts as defined in the process. 
• Bit locker Desktop validation, OU Users Policy validation & Computer OU Policy validation. 
• Installation of Encryption software on all the desktop/laptops to ensure compliance. 
• Achieving and Maintaining high IT VOC scores from operation teams. 
• Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment. 

Qualifications and Experience Required  

• 4.5+ years’ experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent   
• Bachelor’s degree/diploma in Computer Science required.   
• MCSE or similar certifications preferred.  
• Hands on experience on Desktops & Laptops, Citrix client, both windows software and hardware.  
• Troubleshooting MS Office package 2010 and above 
• Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience. 
• Excellent Team Management, Team Motivation & Development skills 
• Prior experience troubleshooting, resolving and supporting desktops, laptops, applications, hard phones and WIFI devices   
• Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards is required 
• Flexibility to work overtime as needed 

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Job Description

• The WFM Manager drives CRM contact performance and WFM Process maturity through implementation and maintenance of best practice WFM across the location accounts under the supervision and alignment of the Geo Leader. They can move across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, while building solid relationships with both our internal cross-functional teams and our client partners. The WFM Manager ensures WFM practice balances the needs of the client, business and the needs of our agents as optimally as possible, driving continual improvement and adaptation.
• Set strategic direction and manages overall delivery of forecasting, scheduling, and operational metrics of the accounts within the location.
• Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet contractual requirements.
• Work with the onsite and offshore WFM team to provide forecasting and scheduling requirements for each account.
• Responsible for driving achievement of resource planning metrics.
• Brief management on status of WFM functions and metrics.
• Coordinates with Operations (Team Leaders, Operational Managers, DPE) and Clients ensure WFM processes and practices are in place and properly executed.
• Determine policies and procedures.
• Identify and leverage best practices,
• Ensure effective use of resources and automated systems.
• Implements productivity and revenue increase by driving efficiency and other related initiatives.
• Act as escalation point to address and resolve WFM support matters for the program.
• Manage and ensure delivery of the executions of WFM plans, ensuring the onsite and offshore team is meeting deliverables and deadlines.
• Manage the ongoing development of the onsite WFM Teams (Employee satisfaction, upskilling).

Essential Criteria:

• 1 year minimum WFM management experience
• Ability to work North American hours - 100% night shift hours
• WFM of Solutions experience; demonstrate a clear understanding and first-hand experience of workforce management principles and processes in the following primary functional areas:
• B2 English with smooth and strong fluency
• Must be Experienced with Nike Account and familiar with WFM processes and Communication in this account particularly.
• WFM Reporting with strong MS Excel knowledge 
• Advanced knowledge in Microsoft PowerPoint and Presentation Aspects.
• Proven Client communication experience
• Demonstrates knowledge and experience of WFM Applications (in particular IEX) / Call centre tools / ACD Switch. 

Desirable Criteria

• Strong practical Experience of WFM Applications: NICE IEX Total view preferred, creating schedules patterns and bids against generated forecast fully in the tool.
• Knowledge of reporting tool and processes.
• Other European language desirable
• Strong understanding of Financial terms and impacts that are related to WFM

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Job Description

• Are you looking for an opportunity to jumpstart your career in the travel 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 campaign.
• You will be working on-site from our vibrant Cape Town office, where creativity meets innovative technology. All the while, you will become part of a community of like-minded individuals who become lifelong friends.

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

• Have a minimum of 6 months of international Call Centre experience (essential)
• Passed Grade 12 (essential)
• Ability to work shifts aligned to UK business hours
• Proficient in English verbal communication
• Are self-motivated and highly responsible

What is in it for you?
In this role, we offer benefits that help you support your unique lifestyle:

• A monthly salary of R7,524.56
• Incentives
• Medical aid for the main member / medical insurance for the employee and two dependents
• Pension Fund
• Subsidised transport
• Group life cover
• Fantastic Employee Assistance Programme (EAP)
• 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 you will do in this role:

• Taking ownership of high-profile, escalated cases from beginning to resolution
• Manage work orders within business SLA's
• Proactively offer solutions to any issues or concerns that customers might face
• 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
• Your qualifications and experience

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Job Description

• The WFM Associate Director 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.
   

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Job Description

• Are you a business-savvy, customer-centric, detail-oriented manager looking for your moment to shine?
• We are seeking a Service Delivery Manager to push, probe, organize, and orchestrate key stakeholders in a business symphony that delivers to client expectations in line with SLA agreements and business requirements. You will take the lead on understanding the client’s requirements, dissect vendor performance issues, and develop plans to resolve them. This is your chance to step onto the global stage to coordinate vendors, manage multiple projects, and direct efforts in a rewarding role.

Data Management & Financial Oversight:

• Coordinate data generation, review data accuracy, ensure timely invoicing, secure approvals, and follow up on payments.
• Organize meetings with stakeholders, document changes and approvals as per the change management process.
• Function as a "mini project manager," determining financial impact and evaluating the appropriateness of operational or account management involvement.

Workforce & Training Coordination:

• Act as the primary informant of class changes and backfill classes to WFM, ensuring coordination with TA and training teams.
• Track and bill HWM to ensure accurate financial reporting.

Project Management:

• Manage projects for existing LOBs onsite (PM required otherwise).
• Lead projects involving less than 50% of a ramp-up (minimum HC of 100) or maximum of 100 HC ramp/ramp from an existing process (PM required otherwise).
• Oversee project execution for processes existing at other sites or similar processes (PM required otherwise) with the same HC requirement.

Stakeholder & Operations Coordination:

• Collaborate with Account Managers and Operations teams to ensure seamless delivery.
• Oversee all logistical preparations for client visits.
• Ensure escalation protocols are followed by pushing back before escalating to the AM.

Vendor & Performance Management:

• Develop and maintain effective relationships with designated managers to support ongoing vendor oversight.
• Establish and monitor vendor scorecards with both qualitative and quantitative SLAs and metrics.
• Support ongoing vendor scorecard reporting and analysis to facilitate effective performance monitoring and intervention.
• Lead execution of vendor management programs, including quarterly business reviews, annual vendor reviews, and performance scorecards.
• Facilitate contract renewals, ensuring SLA alignment with business needs.
• Conduct regular business reviews to assess vendor performance, compliance, relationship health, and improvement plans.
• Provide support for escalated issues, diagnose vendor performance challenges, and assist with recovery plan implementation.

Transformation & Change Management:

• Drive continuous improvement and operational excellence by challenging conventional thinking and encouraging innovative solutions.
• Act as a transformation and change agent within the organization, ensuring sustained performance and efficiency.

Travel Requirements:

• Up to 30% international travel may be required.

Requirements:

Education & Experience:

• Matric or equivalent.
• Business degree or 2 min. years of relevant work experience.
• Minimum of 2 years in offshore contact center operations, outsourcing, or operations management (manager level or above), preferably in corporate travel management or the travel sector.

Skills & Competencies:

• Exceptional written, verbal, and presentation communication skills with diverse internal and external audiences.
• Strong organizational relationship management skills with the ability to navigate complex political environments.
• Effective communicator and influencer across leadership levels, with a track record of driving action on complex, technical, or sensitive topics.
• Analytical problem-solver capable of defining problems, collecting and analyzing data, and drawing valid conclusions.
• Expertise in conflict resolution, facilitation, interpersonal, and relationship-building skills.
• Ability to self-direct, manage multiple projects, and operate effectively in an evolving work environment.

Technical Proficiency:

• Proficiency in Microsoft Office and Salesforce.
• Additional Considerations:
• A valid passport is required for business travel.
• Fluency in German is advantageous.

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Job Description

• The Operations Manager II is responsible for coaching and supervising a group of Operations Managers and/or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations.

Essential Functions/Core Responsibilities 

• Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention
• Ensures program has proficient training, staff development, and effective employee relation/recognition programs
• 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
• 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
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Ensure that the operations is in compliance with active contracts
• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction
• Partnering with Business Development to leverage and expand new business from client(s)
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support
• 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
• Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends
• Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities
• Host Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming event

Candidate Profile 

• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish specific goals
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to implement Change; flexibility to quickly adapt to changing business needs
• 5 Years Operations Managers Experience 
• 2 Years Senior Operations Managers Experience or similar role 
• US working hours adaptability - Essential 
• BPO Experience - Essential 
• Willingness to work a flexible schedule & ability to rotate 24/7
• Travel & Retail Experience - Beneficial
• 100% Office Based role
• Willingness to work a flexible schedule