Jobs at Concentrix

Job Description

JOB PURPOSE

• To support the development and implementation of service insight on strategic client accounts with strong emphasis on practical and quantifiable solutions developed from intelligent analytical insight.
• To differentiate in the outsource contact centre market through applied analytical insight.
• To drive, create and support the implementation of practical, measurable and successful operational solutions based on structured analytical methodology and the insight generated therein.

ACCOUNTABILTIES & DELIVERABLES SERVICE EXCELLENCE

• How you relate to customers and take opportunities to provide the best level of service possible in all circumstances.

DRIVING RESULTS

• How you contribute to business results through achieving individual and team objectives.

INNOVATION

• How you look for opportunities to improve the organisation and manage any associated risks.

MANAGING RELATIONSHIPS

• How you work with others throughout the business and demonstrate our values of ‘Integrity’ and ‘Respect’.

REQUIRED BEHAVIOURAL COMPETENCIES

• Recognition - Acknowledgement of individual contribution is essential to ensure our collective success.
• Integrity - We work with a positive attitude leading by example; we treat others the way we expect to be treated.
• This role profile may be varied, altered or replaced from time to time and the company reserves the right not to apply certain aspects of the role profile if it is appropriate to do so. common success takes precedence over personal interest.
• Commitment - We honour the promises made to colleagues and customers.
• Wow - By trying to go beyond their expectations, we continually seek to amaze the people we work with!

WHAT YOU NEED

• Degree level qualification in any discipline (although science preferred) First class working standards, which are conveyed in approach and attitude.
• Experience in feeding back complex information, ensuring concise information is conveyed and tangible actions agreed.
• Proven understanding of fundamental statistical analytical techniques
• (Process Analytical skills such as Six Sigma or Prince 2 would be advantageous)
• Strong numeracy skills
• Strong practical knowledge of statistics essential
• Ability to develop practical solutions based on outputs of data
• Ability to compose and create high level presentations, papers and documentation
• Demonstrable methodological approach to problem solving and analytics
• Exceptional written and verbal communication skills
• Ability to communicate effectively and compellingly with internal and external clients at all levels of seniority
• Strong level of Computer Literacy (Excel, SPSS (or similar), Minitab and similar would be preferable)
• Excellent planning, organisational, and time management skills.
• Call Centre Management experience preferable
• Innovative problem solving skills.
• Project Management experience advantageous
• Ability to work under pressure and meet deadlines
• Ease with public communication with large groups and individuals
• Demonstrate logical thought processes
• Understanding of measurement applicability
• Proven track record in effectively supporting change management initiatives preferable.
• Results focused and committed to high personal standards and a desire to achieve and develop both
• Proactively puts new ideas forward to management
• Proactively challenge status quo in a diplomatic fashion
• Able to persuade others to accept alternative views and effect outcome
• Convinces others through discussion, explanation and reasoning to accept views.

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Job Description

• The Trainer II is responsible for delivering client focused training to address the new hire, product update and recursive training requirement of Concentrix in support of client programs to ensure superior workforce preparation with best in class service and delivery

Essential Functions/Core Responsibilities         

• Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations          
• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment                     
• Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities   
• Accountable for achieving individual training performance metrics                  
• Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)                 
• Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations            
• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients
• May support Instructional Design team in designing and developing training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aids
• Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
• Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis
• Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures      

Candidate Profile         

• Business Trainer experience
• Strong communication skills, both written and verbal         
• Proficient in  Microsoft Office            
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable
• Self-starter, sense of urgency, and works well under pressure                    
• Strong attention to detail                      

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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.

Ideal Candidate Profile:

• 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.
• You will be required to work night shift, times between 14:00 to 04:00 SA time.

What you’ll be doing:

• Ensuring optimisation of best practice to deliver a best in class operation in all work streams
• Identifying opportunities to exceed on delivery of operational objectives, maximise revenue and achieve business objectives
• Managing budget to optimise P&L, holding a balance sheet on key roles and ensuring that the commercial principles are adhered to
• Developing, measuring and reporting on key account objectives
• Ensuring change control framework is adhered and reported, feeding into the monthly invoice cycle
• Supporting people objectives with regards to recruitment, training, quality and driving engagement
• Ensuring compliance framework standards and policies are met and adhered to - Growing and developing your people
• Communicating key messages within the campaigns by working with the management team and our ambassadors
• Acting as a lead and working closely with clients, key internal and external stakeholders across regions and other support areas to ensure alignment of plans and initiatives.

What You'll Need:

• 5 years’ experience in a senior Operations Manager position
• Previous telecommunication experience - advantageous
• Previous North American experience - advantageous
• Previous sales experience - advantageous
• Excellent communication and negotiation skills
• Demonstrate prior experience within either retail or financial services sectors and a solid knowledge of regulated industries
• Experience in shaping and formulating operational strategic plans
• Demonstrable experience of senior stakeholder management
• Ability to deliver agreed programmes of work and embed initiatives for improvement

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Job Description

• Our German speaking Customer Service Advisors work on behalf of a global customer-centric company, supporting consumers from around the globe.
• Your new career will involve providing exceptional customer experiences, primarily through inbound calls.
• You will be dealing with product orders, payments, missing orders, product information requests and recommendations. Even though this is a customer focused role, you will be required to actively working towards performance-based targets.

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
• 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 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:

• Fluent in German (B2 level)
• Have a minimum of 6 months international contact centre experience 
• Matric qualification
• Ability to work rotation shifts (24hours)
• Are self-motivated and highly responsible
• Strong attention to detail
• PC Literate (Speed, accuracy and navigation)

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

• A monthly salary of R24 000.
• Medical aid for main member / medical insurance for employee and two dependents
• Pension Fund
• Subsidised transport
• Fantastic Employee Assistance Programme (EAP)
• Group life cover
• Access to financial well-being sessions, will writing sessions and stress management sessions
• Team building and upskill training opportunities
• Interactive and inclusive company culture