Fresh Opportunities at Webhelp SA

What you will do in this role
As a Quality Analyst on our team, you’ll be:

• Calibrating evaluations, produce alignment measure and insight
• Providing direct feedback to evaluators to support improvement in alignment, agree SMART action plans, understand progress to plan and measure improvements
• Driving local quality calibration plan
• Conducting site calibration to ensure consistency across the business
• Supporting calibration accreditation initiative
• Supporting academy accreditation
• Completing complaint investigation and transcript requests
• Capturing continuous improvement opportunities and close loop through effective coaching
• Producing actionable insight and recommendations

Your qualifications
Concentrix + Webhelp is a great match if you have:

• Matric
• Ability to deliver feedback and effective coaching at Team Manager and Operations Manager level
• High level of attention to detail when calibrating evaluations
• Experience of the quality framework or working in a quality assured environment
• Strong facilitation and coaching skills
• Proven track record of achieving targets
• Previous or current quality experience (Advantageous)
• Clear credit, disciplinary and criminal records

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What you will do in this role

As a Real Time Analyst on our team, you’ll be:

• Analysing trends such as call volume, average handle time and attendance to understand and plan for potential over staffing/under staffing
• Monitoring and tracking access issues across all levels and all required systems
• Tracking and logging network issues to provide insights to operations and impacts on performance
• Monitoring schedule adherence to assist the management team in achieving target driven adherence goals
• Retrieving all messages recorded on the attendance line
• Monitoring workforce management as required

Your qualifications

Concentrix + Webhelp is a great match if you have:

• Excellent communication skills
• Proficiency in MS Office
• Knowledge, experience and understanding of key contact centre performance metrics such as service levels, delivery against target intervals, call monitoring as well as schedule adherence
• Clear credit and criminal records

It will be a plus if you:

• Have experience with workforce management products and contact centre monitoring applications
• Have proficient Excel skills

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What you will do in this role
As a Quality Manager on our team, you’ll be: 

• Leading, developing and managing a Quality Team in line with campaign requirements
• Managing the implementation and continuous improvement of necessary Quality Frameworks and structures for all customer contacts across work streams
• Creating and deploying an effective strategy that will deliver industry leading customer experience
• Driving and supporting delivery of Quality improvement plans
• Managing reporting trends and opportunities for performance improvement as well as engaging appropriate stakeholder to share insights
• Allocating appropriate time and skillset resources for deep dive investigations and actionable insights around specific performance areas
• Mitigating business and customer risk exposure through identification and eradication of issues relating to people, processes and technology
• Managing the day to day partner expectations and requests ensuring that stakeholder requirements are identified, delivered and met within agreed time frames

Your qualifications
Concentrix + Webhelp is a great match if you have:

• Matric
• Strong interpersonal skills, with the ability to engage with stakeholders at all levels across our business and clients
• A minimum of 1-year experience as a Quality Manager, leading and inspiring a Quality Team with relevant people management experience across multiple work streams and locations
• In-depth knowledge of customer experience methodology including Net Promoter System
• Experience working with Quality frameworks and processes, operating within a regulatory environment such as OFCOM, FCA, ISO or EU regulations
• Strong background of applied coaching methodology for both deductive and inductive purposes
• Strong analytical skills and attention to detail
• Advanced Excel skills including but not limited to conditional formatting, creating formulas, pivot tables etc.
• Comfortable producing reports and presenting at management level
• Ability to multi-task and work on your own initiative, as well as being able to make decisions where appropriate
• Excellent planning, organisational, and time management skills
• Experience as Team Leader or Operations Manager (Advantageous)

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What you will do in this role

• Overseeing the management and implementation of necessary Quality Frameworks and Structures for all customer contacts across managed accounts - ensuring consistency and alignment of approach
• Line management of Training & Quality Manager(s)
• Directing and supporting team with implementation of business Quality Model on new & existing accounts
• Ensuring that regular coaching, management development training and observations have taken place
• Ensuring team adherence to best practice Quality model and approach through regular review and appropriate governance/checks & balances in play
• Performing risk analysis, mitigating business and customer exposure
• Ensuring that stakeholder requirements are identified, delivered and met within agreed time frames
• Leading Training & Quality performance update & action plan at operational/client governance meetings such as MBR, QBR, client engagement sessions

Your qualifications

Concentrix + Webhelp is a great match if you have:

• The ability to work USA working hours 
• Strong interpersonal skills with the ability to engage with & positively influence stakeholders at all levels across our business and clients
• A minimum of 2 years’ experience as a Quality/Training Manager, leading and inspiring a team with relevant people management experience across multiple accounts, work streams and locations
• Advanced MS Office skills. Lean Six Sigma certified, mandate Green Belt, preferred Black Belt
• Knowledge of ISO9001 standards
• Confident producing insightful TNAs and TNIs and presenting at senior management level
• In-depth knowledge of Content Moderation methodology and different Sampling approaches in the industry
• In-depth knowledge and experience of Training assessment and evaluation methods
• Experience of working with variety of Quality frameworks and processes including design & implementation of Learning and Development framework
• A track record of driving performance improvements via actionable Training & Quality insights
• A strong background of applied coaching methodology for both deductive and inductive purposes

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What you will do in this role
As an Insight Analyst on our team, you’ll be:

• Delivering innovative and value-adding analysis, insight and presentations to clients
• Achieving key objectives through an analytically led insight approach
• Understanding use of segmentation and predictive modelling techniques, gained in a customer marketing, credit risk, or process improvement area
• Working with key stakeholders to drive solutions that deliver tangible improvements in performance
• Supporting operations and the wider business in achieving key objectives through an analytically led insight approach
• Displaying a high degree of subject matter expertise in areas of specialisation (R&R analytics, R&P analytics, demand control, CX)
• Working closely with colleagues in the business insights, planning and solutions teams to ensure opportunities are appropriately designed and subsequently tracked through effective monitoring of advisor and customer behaviour
• Delivering a high level of subject matter expertise advice based on analytics to guide account strategies and tactics
• Proactively challenging status quo with the ability to persuade others to accept alternative views through discussion, reasoning and explanation
• Ensuring opportunities, through analysis of trends, KPIs and applicable analytical techniques, are appropriately designed and subsequently tracked through effective monitoring of advisor and customer behaviours
• Identify opportunities to improve and develop analytically based solutions to drive revenue, maximise efficiency and deliver excellent customer service within a high quality compliance environment

Your qualifications
Concentrix + Webhelp is a great match if you have:

• Experience in using BI and analysis tools (e.g. PBI, SQL, SAS, SPSS, Portrait, Qlikview or similar) to manipulate and analyse large volumes of data is advantageous
• Demonstrable methodological approach to problem solving and analytics
• Excellent planning skills
• Innovative problem-solving skills

It will be a plus if you had:

• Customer Management experience
• Proven understanding of fundamental statistical analytical techniques (Process Analytical skills such as Six Sigma or Prince 2 would be advantageous)

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What you will do in this role
As a Site Security Facilitator on our team, you’ll be:

• Performing audits to ensure that only authorized employees have access to Amazon's production platforms
• Ensuring the access control/intrusion detection system is installed and functioning properly
• Checking that video surveillance cameras are correctly positioned and investigating the root cause of failure to any physical security/hardware layer
• Performing reviews of data management policy to highlight the importance of proper storage/disposal of confidential data
• Reviewing weekly and monthly reports from security service providers to ensure that problems are identified and resolved

Your qualifications
Concentrix + Webhelp is a great match if you have:

• An auditing and compliance qualification or equivalent experience
• Successful completion of an SSF online training programme
• Competence in all standards of security operations

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What you will do in this role

As a Transition Project Manager on our team, you’ll be:

• Delivering transition projects in line with agreed scope, objectives and timelines
• Producing and maintain detailed project plans including activity plans and project timeline
• Leading and coordinating the activity of the project team, work stream leaders and subject matter experts
• Identifying Operational improvements and translating the improvement opportunities into projects and programmes
• Defining and agrees project scope to ensure measurable business case
• Providing operational insight on impacts, risks, costs and opportunities on new concepts, initiatives and business change, using persuasive skills to ensure successful project completion and operational readiness that will deliver the best customer and agent experience for the business
• Compiling and consolidating reports for management and the client to summarise key trends, issues and areas of improvement
• Ensuring an effective communication and reporting plan is in place to keep key stakeholders and the wider business up to date with project status
• Building an effective working relationship with the UK Customer Solutions team and support functions across the business
• Setting up and managing capex investment budgets and costs associated with the delivery of a project
• Working with stakeholders to prioritise projects and implementation timelines to ensure a manageable level of activity is planned for the operational teams
• Ensuring alignment to Global PMO standards

Your qualifications
Concentrix + Webhelp is a great match if you have:

• 12 months BPO /fast paced environment experience as Project Manager minimum (Essential)
• Proven working experience in leading a minimum of 2 transitions of new business or increased existing business (Essential)
• Tertiary qualification in a related field
• Proven track record of project management and project delivery
• Proven experience as a Transition Project Manager managing programmes with multiple work streams
• Strong stakeholder engagement skills with internal, external stakeholders i.e. Clients and Service Providers

It will be a plus if you have:

• Project Management qualification – (e.g. Prince 2, PMBok, PMI)

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What you will do in this role
As a Senior Operations Manager on our team, you’ll be:

• Maintaining and improving all areas of operational performance through setting and reviewing KPIs, recovery and action plans
• Managing campaign teams and all key personnel to ensure all company targets and goals are adhered to
• Being accountable for the deliveries and decision making of others in their campaigns
• Being responsible for information security in line with the published Security Policy
• Providing daily contact between Concentrix + Webhelp and the client in the absence of the Business Manager (BM)
• Attending/assisting in client presentations, progress and review meetings to ensure effective lines of communication and consistency across all campaigns
• Ensuring seamless transaction of client processes and procedures
• Pro-actively informing and consulting with the BM regarding any deviations from forecast revenue and potential shortfalls at earliest opportunity
• Holding regular meetings with operations manager to communicate client and company information, drive performance improvements and discuss people management, issues faced and future plans
• Contributing to client reports and management reports, highlighting achievements and areas of development
• Working with the BM to manage areas of control and responsibility within agreed operational and financial budgets
• Producing and providing the business case for any relevant shift changes, roles and responsibilities of staff and workflow recommendations
• Undertaking robust risk and impact management
• Striving to inspire, motivate, support, lead and develop operations managers and their direct reports across the campaign through the use of performance management, feedback, coaching, and training
• Maintaining and improving all areas of operational and campaign performance through setting and reviewing KPIs and agreeing recovery and action plans
• Assisting the BM in managing the campaign to maximise revenue from well-managed client relationships

Your qualifications
Concentrix + Webhelp is a great match if you have:

• In-depth knowledge of contact centre practices and technology
• Sound understanding of internal systems, software and company procedures
• Ability to identify customer trends
• Experience of client partnerships, working to identify and maximise business growth and development opportunities
• Management skills gained in a customer-focused environment at senior level
• Understanding of resource planning
• Understanding of business planning and experience of objective setting

go to method of application »

What you will do in this role

As a Real Time Analyst on our team, you’ll be:

• Analysing trends such as call volume, average handle time and attendance to understand and plan for potential over staffing/under staffing
• Monitoring and tracking access issues across all levels and all required systems
• Tracking and logging network issues to provide insights to operations and impacts on performance
• Monitoring schedule adherence to assist the management team in achieving target driven adherence goals
• Retrieving all messages recorded on the attendance line
• Monitoring workforce management as required

Your qualifications

Concentrix + Webhelp is a great match if you have:

• Excellent communication skills
• Proficiency in MS Office
• Knowledge, experience and understanding of key contact centre performance metrics such as service levels, delivery against target intervals, call monitoring as well as schedule adherence
• Clear credit and criminal records

It will be a plus if you:

• Have experience with workforce management products and contact centre monitoring applications
• Have proficient Excel skills