About Concentrix
Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents. Our 100,000+ staff deliver technology-infused, omnichannel customer experience management, marketing optimization, digital, consulting, analytics, and back office solutions in 40+ languages from 125+ delivery centers. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients. Visit www.concentrix.com to learn more.
Operation Compliance Management
- Recruitment, mentoring, and training of junior and new staff
- Ensure all staff are well trained & go-live with the skills smoothly executed & follow their daily operation workflow.
- Performance management: career counseling, coaching, performance development, 1:1 mentoring, Team huddle, Ops calibration, etc... to make sure the team achieve the glide goal.
- Handle client issues throughout the implementation life cycle in a timely and accurate fashion.
- Control Team roster to be efficient and work with SMEs/QAs/Trainers to gather feedback regarding productivity and quality problems for service improvement.
Business Management Responsibilities
- Work with workforce management tools and business tools to monitor calls and emails/Chat/Messaging to ensure schedules are achieved
- Quality Audit, CSAT deep dive, Payment audit, etc. (depend on client expectations)
- Co-lead with OM/SOM to prepare the operation plans, budgets, etc. to build up the project.
- Working with the Global team & building up client relationships and handling all reports (if needed)
- Ready to work on some assignments from the Ops Lead
Requirement:
- Fluency in English (Speaking, listening, writing, and reading). working 100% English.
- University/Colleges required.
- 2 years minimum supervising/leading a team of 15 or more people, in a call center/contact center environment.
- Experience in a high-growth organization is strongly preferred.
- Must be available to work 24/7. Working 5 days, 2 days off per week (depending on the Ops schedule)
Work Location:
Onehub Saigon's, D1 Street, Ho Chi Minh City Hi-Tech Park, Dist. 9, Ho Chi Minh City
