Vacancies at Concentrix

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 Cape Town could be your calling.
• This opportunity requires a well experienced and highly organised individual to own the operational performance and lead your teams to deliver 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.
• 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 to 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 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

• The Recruiter I ensures that staffing requirements are met to identify, attract and onboard top talent to efficiently and effectively meet dynamic business needs.
• This position is responsible for working with various clients to assess hiring needs and interview candidates for positions.
• Essential Functions/Core Responsibilities 
• Responsible for assisting with implementation and administration of recruitment programs
• Receive, screen, and file incoming resumes, background, and reference checks
• Conduct initial screening interviews, telephone interviews, and/or face-to-face interviews with prospective applicants
• Assist with recommendations to hiring manager on candidate hire, and partner with appropriate stakeholders to offer competitive compensation packages and facilitate negotiation with candidates
• Leverage various resources - internet, community organizations, print media, formal/informal networks, colleges, trade associations - to directly and indirectly source qualified candidates
• Ensure the maintenance of accurate and concise records and reports concerning all phases of the recruitment process, working within the Applicant Tracking System (ATS) and HRIS tools
• Maintain consistent standards for all applicants and ensure compliance with all local rules and regulations related to hiring and recruiting
• Responsible for developing and applying an in-depth knowledge of the job specifications to include experience, skills, and behavioral competencies needed for success in each role
• Promote the Company image to candidates and external service providers and ensures that the Company is represented in the most accurate and appropriate way to all candidates and personally drives the highest standards of ethical behavior for all involved in the recruiting processes

Candidate Profile 

• Less than two years of relevant experience
• Bachelor's Degree preferred
• Strong communication skills, both written and verbal
• Ability to multi-task, prioritize, and meet timelines on deliverable
• Proficient in Microsoft Office
• Self-starter, sense of urgency, works well under pressure, ability to work in high-velocity environment
• Sense of professionalism and ability to develop relationships
• Strong attention to detail
• Ability to handle and maintain confidential information

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Job Description

• Are you looking for an opportunity to jumpstart your career in the service industry? Now is your time to shine with Concentrix in this exciting opportunity to join our dynamic team as a Customer Service Advisor working on an internationally innovative campaign.
• 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 like-minded individuals who become friends for life.

This Customer Service Advisor role at Concentrix is a great match if you: 

• Have a minimum of 12 months of International Social Media and Complaints experience (essential)
• Experience in travel, e-commerce, retail and fintech (Advantageous)
• Passed Grade 12 (essential)
• Ability to work shifts in a 24-hour environment
• Proficient in English verbal and written communication
• Are self-motivated and highly responsible

What’s in it for you

In this role, we offer benefits that help you support your unique lifestyle:

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

What you will do in this role: 

• Taking ownership of high-profile, escalated cases from beginning to resolution
• Manage work orders within business SLA's
• Assess Health and Safety risks and take a proactive approach to mitigate risks to the client's business
• 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 

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Job Description

• The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards.
• This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.
• Monitors, evaluates and / or audits 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, Delivery Team, 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 documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
• Matric
• 6-12 months utilities experience- essential
• Strong attention to detail.
• Self-starter, sense of urgency and works well under pressure.
• Demonstrated ability to multi-task and meet timelines on deliverables.
• Proficient in Microsoft Office.
• Strong communication skills, both written and verbal.

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Job Description

• Experience the power of a game-changing career 
• Are you a people’s person with a passion for helping others? We are seeking a Technical Support Representative to join our dynamic team of game-changers in our sunny Durban office with a base salary of R8000 and a guaranteed campaign allowance of R1000.
• 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.
• In this role, you’ll be working on an exciting international campaign as the customer’s first point of contact.
• We want candidates who can be proactive in problem solving while remaining empathetic to the customer’s concerns or queries.
• Take up the challenge and put those communication skills to the test by applying today!

Experience

• Minimum 2 years' experience working within a contact centre environment, (essential)
• With 1 year working within a technical support department (essential)
• Exposure to supporting customers on chat and email as well as Telecomms (advantageous)

What’s in it for you

In this role, we offer benefits that help you support your unique lifestyle:

• Base salary of R8000 per month
• Guaranteed campaign allowance of R1000 per month
• Subsided transport
• Pension/Provident Fund
• Medical Aid for the main member or medical insurance for the main member and two dependents

Your qualifications and experience

Concentrix is a great match if you have:

• Matric
• Clear criminal and credit record
• Understanding of the Call Centre industry
• Computer literacy – ability to speedily navigate multiple systems effectively
• Highly proficient in written and spoken English
• Availability to work shifts in a 24/7 environment (Essential)
• Ability to approach problem-solving with creativity and curiosity, seeking unique ways to address challenges while engaging with customers
• Strong commitment to delivering excellent customer service and taking ownership of the customer experience, including resolving complex technical issues
• Ability to tailor communication style to different audiences, ensuring clarity and understanding.
• Capable of working independently and managing tasks in a fast-paced, dynamic environment while also thriving in a team- oriented setting and being open to receiving feedback
• Excellent organizational skills with the ability to prioritize, multi-task, and manage time effectively.
• Ability to research and understand technical information using various tools while interacting with customers.
• Familiarity with working with, adapting to new technologies

What you will do in this role:

• Deliver timely, accurate, and complete solutions to our customers via various channels (chat, email and phone), ensuring they receive quality resolutions with the utmost care and attention
• Handle the most complex issues, providing clear guidance to customers via various channels to quickly resolve issues
• Describe complex systems and solutions in simple terms that Customers of all technical abilities can understand
• Assist customers with understanding the benefits of their products and assist with device setup.
• Provide step-by-step guidance with patience to each customer while delivering a positive, high-quality customer experience tailored to each customer.
• Stay updated on our evolving product and support offerings, services, and the latest tech, continuously expanding your expertise to efficiently assist customers and recommend new features that can enhance their business

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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 

• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Must have sale experience as a Team Leader
• 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

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Job Description

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           

• 12 months utilities experience- essential      
• 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