Job Description


Are you looking for an opportunity to jumpstart your career in the Sales/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 base salary of R8000 + Incentives
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.


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


1 year call centre experience AND / OR 6 months Direct Sales experience (excluding retail clothing) OR Collections and customer service experience 
Passed Grade 12 or NQF4
Minimum B2 (English Language level, Email Writing and Computer Lit)
Neutral voice profile


What is in it for you?


In this role, we offer benefits that help you support your unique lifestyle:
Base Salary of R8000 + Incentives
Medical aid for main member / medical insurance for employee and two dependents
Pension Fund
Subsidized 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


What you will do in this role

Key Responsibilities will include: 


Quickly understanding customers’ requirements to create a tailor-made package that best suits their needs, ultimately persuading new customers to choose as their entertainment provider or upgrading current subscriptions to make sure each customer is  getting the most out of their package.
This will be accomplished through engaging and meaningful conversations. 
Keeping up to date with all products and campaigns so that you are able to effectively support our customers and promote new and existing products, as well as our brand
Keeping the customer at the heart of all that we do
Sharing best practice with colleagues and delivering and receiving feedback so that you are constantly learning and improving
Continued self-development through a range of learning and development resources
Delivering the best service in the country in every interaction
Adhering to all compliance guidelines to ensure you are providing premium entertainment  products to the right customers, in the right way


Personal skills required for the role:


You’ll have a passion to sell, while always putting the customer first to deliver a solution that most suits their needs
You thrive in a target driven environment and take ownership of your performance to meet expected KPIs
Exceptional service is second nature to you, and doing the right thing for our customers will be your natural approach
You’ll be a resilient, flexible and innovative thinker who can quickly understand a customer’s needs and will be able to draw on the resources at your disposal to find the right solution
You’re confident in a high paced environment and able to adapt to changing requirements
You’ll be able to build relationships with our customers quickly, showing compassion and empathy when needed in a helpful, upbeat and positive manner whilst letting your personality shine through
Passionate about providing our customers with the best service in the country, you will see challenges through to resolution more

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 


1-2 year Team Leader experience
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 more

Job Description


Are you looking for an opportunity to jumpstart your career in the sales 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 with a guaranteed campaign allowance of R1000
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.


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


Must have 6 months international call centre Sales experience OR 6 months local call center sales experience coupled with 6 months international call centre customer service experience
Passed Grade 12
Ability to work shifts aligned to United States business hours
Proficient in English verbal and written communication
Are self-motivated and highly responsible


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


A monthly salary R8 500
Guaranteed Campaign allowance R1000
Incentive based on your KPI’s
Rewarding commission structure that can get you earning up 3 times your base salary
Medical aid for main member / Medical Insurance for 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
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
Confidence and strong self-assuredness to succeed in retaining customers and selling additional products and services
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 more

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 more

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 with a base salary of R7441.69 and a guaranteed campaign allowance of R1000.
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.


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


Have a minimum of 12 months International BPO Call Centre experience (Essential)
Experience in travel, e-commerce, retail and fintech (Advantageous)
Passed Grade 12
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 of R7441.69 and a guaranteed campaign allowance of R1000.
Up to R3000 incentive based on performance
Medical aid for main member / Medical Insurance for 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 order 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 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 more

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 Associate working on an internationally innovative campaign with a salary of R7500.
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


Taking ownership of high profile, escalated cases from beginning to resolution
Manage work order within business SLA's
Placing offline orders for new and existing customers
Supporting vulnerable customers as appropriate and treating customers fairly
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 Service Associate role at Concentrix is a great match if you:


Must have experience international contact centre experience (essential)
Must have 12 months Complaints experience (essential)
Retentions experience
Online Retail experience
Passed Grade 12
Ability to work shifts aligned to UK business hours
Proficient in English verbal communication
Are self-motivated and highly responsible more

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 Support Advisor working on an internationally innovative campaign with a salary of R7166.25
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


Taking ownership of high profile, escalated cases from beginning to resolution
Manage work order within business SLA's
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 Customer Support Advisor role at Concentrix is a great match if you:


Have a minimum of 12 months international Contact Centre experience (Essential)
Have 12 months international experience is utilities environment (Essential)
6-12 months Webchat and Back office experience (Advantageous)
Ability to type 25wpm (Essential)
Must have passed Grade 12
Ability to work shifts aligned to UK business hours
Proficient in English verbal communication
Are self-motivated and highly responsible more

Job Description


Are you looking for an opportunity to jumpstart your career in the health and safety help desk 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 R7500
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


Taking ownership of high profile, escalated cases from beginning to resolution
Manage work order 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 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 Customer Support Advisor role at Concentrix is a great match if you:


Have a minimum of 12 months International Call Centre experience (essential)
Have worked in a Health and Safety or facilities environment
Passed Grade 12
Ability to work shifts aligned to UK business hours
Proficient in English verbal communication
Are self-motivated and highly responsible more

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. more

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 more

Job Description


We’re looking for ambitious Customer service Advisors who have experience in providing all customers with an efficient service in a professional, enthusiastic and knowledgeable manner at all times in order to maintain and develop customer relationships through a CRM process.
We want target driven people to help us deliver exceptional customer experiences for our client in... the motor financial industry.
We're offering opportunities to work in our state-of-the-art location based in 19 Hertzog Boulevard, Cape Town.


This role offers a yearly salary PLUS fantastic benefits:


Medical insurance/ Medical Aid
Retirement fund
Subsidized transport services back home after the hours of 6pm


As a Customer service advisor within our friendly and supportive team, you will be responsible for:


Provide all customers with an efficient service in a professional, enthusiastic and knowledgeable manner at all times in order to maintain and develop customer relationships through the CRM process.
Take incoming calls from customers and deal with any customer queries relating to their current, or possible future finance agreements.
Ensure that prompt and regular communication is maintained between all internal and external parties to ensure seamless and consistent service levels are maintained at all times. This includes Live Chat, emails and social media
Conduct customer surveys, in order to maintain and improve levels of service within the business.
Liaise with the motor dealer providing support and information throughout the application process.


We’re fanatical about our people and love them to bits! That’s why we show them how important they are by showering them with perks, like a culture of belonging; clear paths for career development; professional support, coaching and mentorship programs; performance-based pay; a global network of lifelong friends and peers; and more! (Like, lots more.)

Your Skills

To be considered for this role, you need to have the following:


Minimum of Grade 12 / Matric
1 year+ Customer service experience (Motor Insurance or in banking)
Minimum B2 English Language level more

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:


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)
Matric
Clear criminal record
Ability to type 26 wpm
Attention to Detail
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 more

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 with a salary of R9000 which includes a campaign allowance.
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 Customer Service Advisor role at Concentrix is a great match if you:


Have at least 12 months experience working in an international BPO contact centre environment (essential)
Have a matric certificate
Ability to work rotational shifts in a 24/7 environment
Proficient in English verbal communication
Are self-motivated and highly responsible


It will be a plus if you:


Have knowledge of the care industry more

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.

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.


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 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 more

Role Summary:


Provide end-user support across our desktop, network, telephony and application(s) environment. You will be asked to maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software and computer peripherals, and serve as an escalation point to ensure tickets/incidents are resolved according to Service Level Agreements.
As part of our team you... will report to one of our Managers in IT Operations.


Main responsibilities:


Excellent skills on service management fundamentals with hands-on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipment.
To support/trouble shooting the local servers and network devices with the help of Network and Servers team remotely. Intermediate knowledge of Network, Server & Voice infrastructure for troubleshooting & problem resolution skills. Familiar with 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. and 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 capture and recommend inputs to help make decision on process exceptions
Trouble shooting and coordination 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
Support onboarding New Accounts, managing Ramp Up & Ramp Downs, Account Movements.
Manage BCP testing & failover by completing/coordinating checkouts on the floor.
Ensure 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.
Achieve and Maintain high IT VOC scores from operation teams.
Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment.


Role Requirements:


0-6 months experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
Bachelor's degree/diploma in Computer Science required.
MCSE or similar certifications (ideally)
Hands-on experience on Desktops & Laptops, Citrix client, both Windows software and hardware.
Troubleshoot /Problem resolution, Incident Management & Customer Service skills
Team Work and flexibility to work overtime
Team player
Excellent skills on service management fundamentals with hands-on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipment. more

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. more

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 more

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. more

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 more

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 more