Vacant Openings at Concentrix

Job Description

• The Trainer I 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        

• Matric
• 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      

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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
• Financial Services experience is essential for this role

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Job Description

• We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.
• The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled.
• With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.
• In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.
• Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.
• We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.
• Join us and be part of this journey towards greater opportunities and brighter futures.

Job Responsibilities:

• Excellent proven skills on service management fundamentals with hands on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipments.
• To support/trouble shooting the local servers and network devices with the help of Network and Servers team remotely. Intermediate knowledge and understanding of Network, Server & Voice infrastructure for strong troubleshooting & problem resolution skills. Adept at Ping & Tracert Analysis, voice infrastructure at deskside level, capturing AD GP test outputs for analysis, troubleshooting DNS resolution errors, use of net commands, IP config etc. & maintaining Hub room and Data Center Structured Cabling.
• Hands on experience on End user computing like Desktops, Laptops, Hard Phones, Wifi devices, etc. on both Hardware & Software aspects.
• Hardware – expertise in replacing motherboard, SMPS, RAM, Laptop LCD Screen, Laptop keyboard, Avaya hard phone config. Video Conferencing equipments etc.
• Software- OS level troubleshooting in Win 10, MS Office 2013 & Above package, Outlook config, Skype For Business, One Drive, Softphone, Antivirus troubleshooting, HDD to HDD Imaging / Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wifi Config, Video Conferencing. Firmware updates for deskside equipment like Cisco & Avaya phones.
• Evaluate scenarios to effectively capture & recommend inputs to help make decision on process exceptions
• Trouble shooting & co-ordination for high impact/severity 1/2 issues & communicating real time updates to the BRC team.
• Hands on experience on IT Support / IT Operations & End to end IT Service Delivery, Shift Management
• Supporting onboarding New Accounts, managing Ramp Up & Ramp Downs, Account Movements.
• Manage BCP testing & failover by completing/coordinating checkouts on the floor.
• Ensuring compliance and security for the site. Maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance
• Hands on handling of IT Ticket resolutions on ITIL based framework, maintaining systems compliance and audits to ensure 100% contract compliance.
• Raise change requests with supporting artifacts as defined in the process.
• Bit locker Desktop validation, OU Users Policy validation & Computer OU Policy validation.
• Installation of Encryption software on all the desktop/laptops to ensure compliance.
• Achieving and Maintaining high IT VOC scores from operation teams.
• Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment.

Required skills:

• 4.5+ years’ experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
• Bachelor’s degree/diploma in Computer Science required.
• A+ and N+ certifications a must. MCSE or similar certifications preferred.
• Hands on experience on Desktops & Laptops, Citrix client, both windows software and hardware.
• Troubleshooting MS Office package 2010 and above
• Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.
• Excellent Team Management, Team Motivation & Development skills
• Prior experience troubleshooting, resolving and supporting desktops, laptops, applications, hard phones and WIFI devices
• Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards is required
• Flexibility to work overtime as needed

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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

• We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.
• The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.
• In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions, and industry-leading global security for our staff and clients.
• You will work with the best in the world to design, implement, and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of developing, building, and running the future of Integrated Services.
• Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.
• We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.
• Join us and be part of this journey towards greater opportunities and brighter futures.
• We are seeking a highly skilled and experienced Server Engineer to join our innovative team. As a Server Engineer, you will be responsible for maintaining and improving our server infrastructure. You will execute pivotal roles involving server management, patch compliance, data center maintenance, and network security, ensuring smooth and secure operations within dynamic IT landscapes.

Responsibilities:

• Manage and support server environments, including Active Directory, DNS, DHCP, and more.
• Execute patch compliance activities for Windows servers and applications in alignment with the IT Security calendar.
• Address vulnerabilities identified through TCP/IP scanning and other compliance check activities.
• Conduct remediation for non-compliant settings identified in security health checks.
• Oversee software and configuration management, ensuring optimal performance and security.
• Perform remote datacenter administration and maintain inventory using tools like Device42.
• Support VMware/Hyper-V environments, performing tasks like VM vMotion and storage management.
• Implement and maintain datacenter hardware and software solutions.
• Develop and maintain documentation, reports, and standard operating procedures.
• Innovate and troubleshoot server and network issues, providing effective solutions and root cause analysis.
• Collaborate on new implementations, creating documentation and change management protocols.

Qualifications:

• Advanced English proficiency.
• Associate's degree or equivalent technical training; a minimum of 3-5 years in server support, plus 5 years in IT technical experience.
• Relevant certifications such as MCSE, VMware, ITIL.
• Proven experience in components like AD, DNS, DHCP, WSUS, WDS.
• Strong datacenter and server experience, including knowledge of RAID configurations.
• Hands-on experience with Dell OM, xclarity, and remote administration tools.
• Competence with scripting languages: PowerShell, VBScript.
• Familiarity with technologies like SQL, Hyper-V, file clusters.
• Experience with VMware/Hyper-V operations, including setup and maintenance.
• Knowledge of storage solutions and open sources technologies is a plus.

Closing: 2025-12-31

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Job Description

• The Senior Operations Manager 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
• Analyze 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 

• 1yr Senior Ops Manager experience OR 5yrs min. Operations Manager experience - This is essential
• Hard sales experience - This is essential
• Demonstrated ability to analyze 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 demeanor
• 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
• Willingness to work a flexible schedule

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Job Description

• This position supervises all Quality staff members who support their assigned portfolio. He/she is responsible for the accuracy of evaluations, analysis and overall performance of Quality staff members, as well as the skill level and development of the employees in their teams.
• Supervise quality work group of clients with multiple programs or lines of businesses; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
• Maintain accurate metrics of direct reports individual performance as well as overall team level performance
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key support processes within each account and recommends changes
• Demonstrated ability to comprehend, analyze, and interpret.
• Solid understanding of the organization's business operations and industry.
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
• Excellent attention to detail.
• Demonstrated ability to take initiative and ownership with focus on continuous improvement.
• Demonstrated ability to mentor, coach and provide direction to a team of employees.
• Demonstrated ability to lead team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment.
• Advanced Microsoft Office skills
• Demonstrated business acumen.
• Previous quality management experience in a contact centre / BPO is advantageous within Quality Assurance
• A broad knowledge of the financial services industry and the legislative / regulatory framework is required for this role

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Job Description

• The Associate, People Solutions is responsible for evaluating, analyzing, and administering Human Resources programs and working with key stakeholders to build a relationship of trust, ensuring alignment between Human Resources strategy and overall business objectives.

Essential Functions/Core Responsibilities 

• Assist with evaluating, analyzing, and implementing all Human Resources activities which include, but are not limited to employee engagement and relations, compensation and benefits, talent and performance management
• Receive, process and respond to day-to-day employee concerns and coordinate with appropriate stakeholders, as necessary
• Assist with collection, maintain, analyze, and report on various types of key Human Resources metrics to assist management in effective decision making
• Prepare documentary requirements for HR Partners handling labor-related cases, as necessary
• Ensure maintenance of accurate and concise records and reports concerning all employee data and all phases of Human Resources processes, working within HRIS tools, in accordance with company policy and statutory/local laws
• Communicate and reinforce the Company's values, philosophies, and Leadership Behaviors to assist in development of a high performing organization
• May help facilitate candidate selection process, as necessary
• Less than 2 Years of Experience

Candidate Profile 

• University degree preferred
• Strong communication skills, both written and verbal
• Proficient in  Microsoft Office
• Ability to multi-task, prioritize, and meet timelines on deliverables
• Self-starter, sense of urgency, and works well under pressure
• Strong attention to detail
• Sense of professionalism and ability to develop relationships