Job Opportunities at Concentrix

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 improvemen   
•  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    

•  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

Career Framework Role 

• Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s).  Is accountable for the performance and results of a team within own discipline or function.  Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.  Adapts departmental plans and priorities to resolve operational challenges.  Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director.  Provides technical guidance to employees, colleagues and/or customers.  Has accountability for results in terms of costs, strategies and employees.

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Job Description

• The Site Director I is responsible for delivering high standards of service to customers by making the most effective and efficient use of call-center staff and technology resources. This position uses a range of measurements to monitor, analyze and plan improvements to call-center performance of a call center . To meet these responsibilities, the manager must be a combination of expert service provider, coach, trainer, mentor, motivator, and manager.

Job Description

Essential Functions/Core Responsibilities  

•  Collaborate with senior management and staff to develop strategic plans; coordinate with other departments to establish open communications systems that ensure information is mutually shared to achieve optimal results 
•  Develop and retain team of managers, providing coaching and development opportunities that continuously build and expand both the individual and the team capabilities and bench strength   
•  Drive continuous operating improvements and quality performance of site metrics such as quality, productivity, staffing, training, attrition, and costs    
•  Provide expert knowledge of workforce forecasting and planning to ensure necessary staffing levels to support customer demand    
•  Drive recruitment, selection, and retention of highly qualified internal and external candidates    
•  Manage department resources and provide leadership to ensure that production and quality work meets company goals    
•  Participate with cross-functional departments in strategic decisions designed to meet quality and service goals    
•  Identify, analyse, and resolve a wide range of technical, process, and operational issues, providing quick and decisive solutions

Candidate Profile  

•  Demonstrable experience in a leadership role managing an FTE of 400 plus
•  Must have experience managing a large call centre 
•  Strong commercial awareness of the South African market    
•  Mastery of communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external associates  
•  Proven ability to lead and organize multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment with broad impact    
•  Demonstrated ability to lead strategy behind mentoring and coaching for team(s) and to act as leadership advisor to lower-level management  
•  Understanding of financial policies and budgetary requirements, including forecasting    
•  Demonstrated ability to champion significant projects, programs, and business initiatives using creativity and ingenuity    
•  Demonstrated ability to lead and mentor team on developing lasting customer relationships    
•  Extensive understanding of the organization's business operations and industry. Knowledgeable of emerging trends and industry practices
• Provides leadership and direction through Senior Managers and/or Managers.  Participates with leadership to develop strategic plans and objectives.  Makes final decisions on administrative and operation matters and ensures effective achievement of objectives.  Adapts and executes functional or departmental business plans and contributes to the development of functional or departmental strategies.  Decisions are guided by functional strategies and priorities.  Has overall responsibility for developing and administering budgets and performance standards for functional area or department.

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Job Description

• The Executive Assistant II/ PA provides high level administrative support to the leadership team. This position performs advanced, diversified and confidential secretarial and administrative duties requiring broad and comprehensive experience, skill and knowledge of organization policies and practices
• Prepares complex business presentation documents and spreadsheets 
•  Provides executive support 
•  Assists with special projects, performing research and maintaining records 
•  Composes correspondence, based on the general knowledge of the manager’s view, about administrative matters and general office policies for manager’s approval 
•  Initiates routine and non-routine correspondence, memoranda, and reports 
•  Answers and screens the phone, providing information for both routine and complex inquiries 
•  Schedules and maintains calendar of appointments, meetings and travel itineraries, and coordinates related arrangements for manager and clients 
•  Anticipates and prepares materials needed by the manager for conferences, correspondence, appointments, meetings, telephone calls 
•  Prepares and distributes minutes to meetings 
•  Establishes and maintains a variety of files and records 

Candidate Profile  

•  Proven relevant experience as an administrative PA /EA  
•  Strong levels of self confidence 
•  Critical thinker with excellent organisational skills 
•  Ability to work under own initiative 

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Job Description

• Responsible for ensuring facilities related issues are addressed in a timely manner, maintain a safe and functional work environment by ensuring compliance to relevant policies and procedures.

The main responsibilities include:

• To be the first point of contact for all day-to-day facilities issues on site.
• Perform maintenance activities including basic trade activities such as electrical, plumbing and carpentry
• Manage vendor relationships for all facilities purchases
• Maintain Service Contracts Ensure Building & Maintenance conform with local current legislation
• Raising PO’s for all facilities purchases
• Maintain electrical & mechanical systems i.e. Intruder, Building Access, heating, AHU, etc.
• Provide input for annual budgets and follow up of theses budgets(over or underspend)
• Manage budgets for site based projects
• Liaise with landlord in relation to landlord duties under lease agreements
• Ensure site Health & Safety and Policies & Procedures conforms to legislation
• Manage relocation/space planning in a timely manner
• Manage site based projects
• Supervise reception and security
• Supervise any employee transportation

Technical Skills: 

• Maintenance experience of the following systems: water, heating, air, electricity (including generators) security and IS systems
• Ability to perform basic trade activities such as electrical, plumbing and carpentry
• Good knowledge of Health & Safety Legislation

Personal Attributes: 

• Ability to communicate effectively at al levels both orally & written
• Able to work on own initiative where required and make decisions accordingly
• Excellent people skills
• Task orientated ‘able to get things done
• Have an eye for detail
   

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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

Career Level Description 

• Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments.  Coordinates and supervises the daily activities of business or technical support or production team members.  In charge of handling single and medium-sized line of business.  Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.  Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues.  Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

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Job Description

• Monitor, evaluate and / or audit a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
• Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners);   Complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends document
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals