Job Opportunities at Concentrix

Job Description

• The Sr Manager Operations 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
• Analyse 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 events

Candidate Profile  

• Significant managed experience within a contact centre environment.
• Demonstrated ability to analyse 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
• Work well under pressure and follow through on items to completion while maintaining professional demeanour
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• 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

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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. This position requires attaining and maintaining certification in the Trainer Certification Program (101/102), provides mentoring to Program Ready Trainers, curriculum review and modification as needed, and evaluation of training programs using various feedback methods.

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           

• Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred           
• Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)            
• 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                       
• Sense of professionalism and ability to develop good relationships