Jobs Available at Concentrix

What you’ll be doing

• Calibrating evaluations, produce alignment measure and insight
• Providing direct feedback to evaluators to support improvement in alignment, agree SMART action plans, understand progress to plan and measure improvements
• Driving local quality calibration plan
• Conducting site calibration to ensure consistency across the business
• Supporting calibration accreditation initiative
• Supporting academy accreditation
• Completing complaint investigation and transcript requests
• Capturing continuous improvement opportunities and close loop through effective coaching
• Producing actionable insight and recommendations

What you’ll need

• Matric
• Applicants need to be in their current role for a minimum of 3 years quality experience in order to be considered for this role
• Ability to deliver feedback and effective coaching at Team Manager and Operations Manager level
• High level of attention to detail when calibrating evaluations
• Experience of the quality framework or working in a quality assured environment
• Strong facilitation and coaching skills
• Proven track record of achieving targets
• Previous or current quality experience (Advantageous)
• Clear credit, disciplinary and criminal records
• Ability to work UK hours Monday to Sunday
• BPO experience
• Experience with Customer service, Collections & Sales

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

• Have a minimum of 6 months target driven sales experience (essential)
• Have at least 6 months experience working in an international BPO contact center environment (essential)
• Passed Grade 12
• Ability to work night shift
• Proficient in English verbal communication
• Are self-motivated and highly responsible

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What you’ll be doing

• Managing the implementation of quality frameworks and structures for all customer contacts across multiple locations and work streams
• Leading, developing and managing a team of Quality Consultants in line with local campaign and partner requirements
• Demonstrating an awareness of campaign specific products and services
• Working effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working
• Managing reporting trends and opportunities for performance improvement and engaging appropriate stakeholders in results
• Maximising results through building and maintaining effective working relationships
• Managing the day-to-day partner expectations and requests ensuring that stakeholder requirements are identified, delivered and met within agreed timeframes
• Applying Service Excellence knowledge and influence across the business unit
• Including risk analysis as part of regular tasks accounting for contractual and legislative requirements
• Working effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working

Your qualifications and experience

• Minimum 12 months’ experience in a quality role
• Effective management and leadership of people experience
• An understanding of client and outsourcing relationships including partner and company strategy
• Experience with applied coaching methodology for both deductive and inductive purposes
• Clear disciplinary record and a proven performance record of accomplishment working on campaigns
• In-depth knowledge of customer experience methodology, strategic planning and implementation of call handling and quality frameworks
• Excellent communication, presentation, listening, analytical, numeracy, problem-solving, time management, report writing, organisational, advanced PC literacy and typing skills (Essential)

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What you will do in this role

• Assists with inbound calls
• Provide customer service (billing) to TV, Internet, and Voice subscribers.
• Process payments, provides payment options; provides explanation of the bill, upgrading services (premium channels), and gives 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:

• Matric
• Clear criminal record
• 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
• Ability to type 26 wpm
• Attention to Detail
• 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) or,
• Retentions
• Upsell