Jobs at Concentrix

Job Description

• Are you passionate about sales and customer service? Do you thrive in a fast-paced environment? Concentrix is searching for individuals with previous sales experience to join our inbound sales team in our vibrant Durban Office.
• We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.
• As an Inbound Sales Advisor, you’ll need to be self-motivated and target driven with a contagiously positive attitude to troubleshoot and resolve customer requests via multiple platforms, ultimately ensuring that they have had a pleasant customer experience.
• If you pride yourself on efficiency and productivity then this is your calling. Put those people skills to the test and grow your career by applying today!

What you will do in this role

• Assists with inbound calls
• Provide customer service (billing) to TV, Internet, and Voice subscribers.
• Process payments, provide payment options; provide explanation of the bill, upgrading services (premium channels), and give adjustments & credits when necessary
• Need to pitch and close sales
• Posses the ability to retain customers utilizing the value, benefits and product plans available to the account.
• Availability to work shifts in a 24/7 environment (Essential)

Your qualifications and experience
Concentrix is a great match if you have:

• Matric
• Clear criminal record
• English Proficiency both written and spoken
• Excellent knowledge of effective customer service processes
• Understanding of the Call Centre industry
• Computer literacy – ability to speedily navigate multiple systems effectively
• Ability to type 26 wpm
• Attention to Detail
• Minimum 6 Months experience within a call centre (Local/ International),
• Must have worked in a customer service department dealing with technical or Billing queries or,
• Must have sales (Inbound/ Outbound) or,
• Retentions or,
• Upsell

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Job Description

• Are you looking for an opportunity to jumpstart your career in the telecommunications industry? Now is your time to shine with Concentrix in this exciting opportunity to join our dynamic team as a Sales Advisor working on an internationally innovative campaign with a salary of R8500 plus uncapped commission and performance incentives up to R3000.
• With game-changers in over 70 different countries, we celebrate our differences and embrace what makes you unique. Imagine being a part of a company that supports each other’s success and well-being, giving you the tools and support you need to be the best version of yourself and embark on a career with endless possibilities.
• You’ll be working on-site from our vibrant Cape Town office where creativity meets cutting edge technology. All the while you’ll become part of a community of likeminded individuals that that become friends for life.

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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Job Description

What you’ll be doing

• Lead service delivery strategy to ensure key metrics attainment, driving revenue and profitability, acting as a strategic advisor to solution for immediate client needs
• Manages communication and overall relationship with client and internal partners; ensuring detailed planning, budgeting, and monitoring team operating objectives
• Responsible for driving cross-functional integration and collaboration to support consistency, best practice sharing, and identifying areas for improvement within program(s)
• Develops and directs client operational strategy ensuring adherence to contractual requirements and program performance
• Directs and manages all components of capacity planning inclusive of resource groups
• Owns success of the financial performance of client programs
• Directs and oversees client invoicing to ensure accuracy
• Leads client projects and initiatives to enhance program performance
• Negotiates as a core team member in the delivery of our contractual obligations
• Creation and execution of quarterly business reviews and executive review and reporting
• Provides significant input on budgets, financial analysis and pricing models

What you’ll need

• Extensive experience leading service delivery strategy
• Proven experience of managing operations within a contact centre environment
• Experience managing P&L
• Mastery of communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external associates
• Advanced Microsoft Office skills
• Proven ability to lead team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to lead strategy behind mentoring and coaching for team(s) and to act as leadership advisor to lower-level management
• 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
• Advanced ability to comprehend, analyze, and interpret
• Strategic thinker with demonstrated ability to influence
• Demonstrated ability to find win-win outcomes in negotiation

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Job Description

• Are you looking for an opportunity to jumpstart your career in the sales and service industry? Now is your time to shine with Concentrix in this exciting opportunity to join our dynamic team as a Customer Support Advisor working on an internationally innovative campaign with a salary of R9,524
• With game-changers in over 70 different countries, we celebrate our differences and embrace what makes you unique. Imagine being a part of a company that supports each other’s success and well-being, giving you the tools and support you need to be the best version of yourself and embark on a career with endless possibilities.
• We’re expanding our Customer Service Representative team at Concentrix, and we are seeking night owls to support a US campaign. Working from our bustling Braamfontein office, you’ll be working on site between 5pm and 4am.

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

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The role

• Associate Manager, IT Operations is responsible to provide efficient SSC support in key areas such Service Desk, Telephony, Network and Security though understanding the objectives and executing plans to deliver to achieve the required SLAs.
• Provide efficient SSC support in key areas such Service Desk, Telephony, Network and Security though understanding the objectives and executing plans to deliver to achieve the required SLAs.

What you’ll be doing

• Leading, motivating and inspiring In Country IT SSC Teams to deliver a robust and fit for purpose and efficient service to the Webhelp Group and UK Region
• Collaborating with the other Global/Regional IT Teams, designing and delivering the strategy for all areas within SSC Support adding value to business
• Liaising with IT Leaders in different regions to provide efficient SSC support in key areas such Service Desk, Telephony, Network and Security though understanding the objectives and executing plans to deliver to achieve the required SLAs
• Providing expertise enabling the use of effective IT Services through supporting continuous IT Governance
• Aligning SSC support functions to a global standard operating model identifying areas for efficiency and automation
• Ensuring that all activity in IT SSC Support positively contributes to business objectives and are effectively deployed, and adding value for all regions
• Working in partnership with other functions, peers and management across the Webhelp Group to ensure shared best practice, delivery and implementation of all SSC services

What you’ll need

• Minimum 12 years’ IT experience in technical support services
• At least 5 years’ experience managing IT teams
• Experience working with Microsoft technologies, shaping and formulating IT operational and SSC strategic plans
• Demonstrable experience of senior stakeholder management
• Ability to influence, motivate and engage through clear and articulate communication.
• Strong communication, relationship building and problem-solving skills with good attention to detail
• Ability to work in a fast-paced environment and juggle a varied workload without losing sight of priorities
• Good understanding of data manipulation, aggregation, and presentation techniques
• Team player with the ability to contribute and challenge yourself and the team
• Knowledge of project management methodologies (Agile) and best practices

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ROLE DESCRIPTION

• To work as part of a geographically dispersed IT team to provide technical support and service, enabling HEROtsc’s contact centre technologies to run effectively and efficiently.

PURPOSE & CONTEXT

• To work as part of a geographically dispersed IT team and assist in supporting and growing the business; to be flexible and respond to critical issues; and assist in activities to achieve business objectives.

SKILLS/KNOWLEDGE & EXPERIENCE

• Prior experience of supporting multiple system and users in a contact centre environment.
• In-depth knowledge of contact centre technology and processes and how these can be improved through exploiting existing technologies and introducing new solutions.
• Clear and concise communication skills to all levels of staff.
• Planning, organisational, and time management skills.
• Ability to work under pressure and support operational requirements within short timescales.
• Proven track record in adhering to and supporting change management initiatives.
• Excellent understanding of relevant internal systems, software and hardware examples are HP, Dell, Cisco, Microsoft operating systems and applications, Linux, Avaya, Citrix, IVR, VOIP
• Ability to operate within a team of people to ensure operational requirements are supported and met within specific timeframes.
• Ability to multi-task and work on own initiatives in the absence of management. Results focused and committed to high personal standards and a desire to develop via self-study and formal training.
• Ability to work from a Helpdesk system and work on requests based on priority and severity.

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Job Description

• The Sales Operations Manager is responsible for coaching and supervising a group of Sales 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
• Drive and 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 

• Matric
• Leading a Call center sales team preferr
• 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, lead, coach and provide direction to a team of employees
• Willingness to work a flexible schedule

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Summary

• Manager I is responsible for end-user support across our deskside including network, telephony and application(s) environment. You will be asked to ensure maintenance, analysis, quality of troubleshooting and repair/replace/upgrade of deskside systems, hardware, software and computer peripherals with the respective platform teams, you will also as serve as an escalation point to ensure tickets/incidents are resolved according to Service level agreements. You will also ensure a judgment to determine priorities, prepare appropriate action plans and is accountable for end to end to IT operations delivery.

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.