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Featured Careers

Team Leader, Operations

Greenville, South Carolina, United States
In this role the Team Lead (TL) will provide team guidance and ensure that all key metrics of performance as per the Client SLA are met and exceeded. The TL will provide, floor support, learning sessions, coaching & feedback to agents related to resolving a variety of customer benefit and agent personal concerns. The TL will handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools. The TL will also be responsible for enhancing team performance and motivation; foster career advancement of the team members within the project or lateral movement.Job Responsibilities: Owns the plans for their team’s success and contributions to the business unit prioritiesImproves the customers’ experiences by understanding and focusing on what’s important, measuring how we are doing and driving the necessary actions to improveModels the highest standards of customer service to employeesA high performing team that meets or exceeds critical metrics and drives business unit priorities.Accurate, efficient resolutions to complex escalated customer issues.Drives continuous performance improvement for business results. Helps team identify, and if needed, remove obstacles, then frames and escalates issues if they cannot be resolved quicklyInfluence all aspects of performance management including staffing decisions (including hiring and terminations as appropriate), goal setting, development planning, performance evaluations, performance improvement, motivation and recognition.Ongoing feedback and discussion with employees regarding:  what’s important, how are you doing, priorities to improve.  These discussions include:  regularly scheduled 1:1s, documentation of 1:1 sessions, performance plans, and informal meetingsEstablish action plans for improvementEvaluates team and department level data and trends to drive improvements. Provides suggestions that impact business processes and balances needs of all stakeholdersClearly defined process, process mapping, and work flow documentationImplemented process improvements and/or recommendationsKey metrics analytics and recommendations to address challenges. Improvements in key metrics.Job Requirements: AA/AS Degree (BA/BS preferred) and a minimum of 2 years relevant experience or the equivalent combination of education and experience. One year or more of previous supervisor experience in an inbound/outbound call center environment highly desirable.Demonstrates excellent communication skillsPrioritizes work to meet multiple deliverables and deadlinesCommunicates information regarding team performance, employee needs and VOE to more senior management.  Presents team data to manager and large groups and effectively responds to feedback.Rewards and recognizes the right behaviors on the teamDemonstrates creativity in seeking new and better solutionsParticipates in and may lead call monitoring calibration across with IntuitEnsures that employees have the development opportunities needed to learn and grow

Product Strategy Director

Dallas, Texas, United States
We're looking for a passionate Product Manager with industry domain knowledge in Hybrid Cloud development, who knows how to define, validate and communicate a product vision. Candidates for this position must have enough technical abilities to gain the trust of engineers and IT operations of both internal and external people as well as enough interpersonal skills to gain the confidence of sales reps and clients. You will be responsible for creating the Cloud roadmap for the company and building a comprehensive Cloud strategy for execution.  The role will include leading the strategic direction of new and existing Cloud-based products to accelerate customer value and business growth. You will have a leadership position to drive the strategy, vision, and definition of a new integrated solution for Virtual Assistant running containers, orchestrators, serverless and microservices applications on AWS, Azure, GCP, and/or in-house private clouds. Role responsibilities: Establish prioritized product road maps, backed by business-driven research and analyses. Build consensus among stakeholders by defining a shared vision.Develop requirements through understanding of business targets and objectives, taking into consideration factors such as impact on revenue and ROI.Research, write, and prioritize detailed user stories with specifications, as well as high-level business cases. Translate to presentations, proposalsShipped at least 2+ Cloud products with end-to-end experience in managing the product development life-cycleCollaborate with business, design, and engineering to iteratively scope, build, and launch product initiatives.Partner collaboratively with R&D, Product, Sales, Sales Engineering, Marketing and other internal and external stakeholders to gather requirements, identify and qualify opportunities, collaborate on joint goals and roadmaps, and deliver finished work productExperience as a solutions engineer or developer for major public cloud environments or engineer or developer for an application provider connecting to other cloud environments is desired, but not necessary.Bachelor’s degree in Computer Science or equivalent combination of education and experience.Minimum 5 years of experience in a directly related role.Ability to handle multiple priorities simultaneously.Willing to learn and apply knowledge to improve solutions.

Customer Support Representative August 5, 2019

Rochester, Minnesota, United States
Essential Functions/Core Responsibilities • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)   • Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer   • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer   • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures   • Maintain basic knowledge of client products and/or services   • Prepare complete and accurate work including appropriately notating accounts as required   • Participate in activities designed to improve customer satisfaction and business performance   • Offer additional products and/or services   • Track, document and retrieve information in call tracking database   • Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff   Candidate Profile • High school diploma with three to six months of relevant experience preferred   • Courteous with strong customer service orientation   • Strong computer navigation skills and PC Knowledge   • Ability to effectively communicate, both written and verbally   • Dependable with strong attention to detail   • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly   • Tolerance for repetitive work in a fast-paced, high production work environment   • Ability to work as a team member, as well as independently   • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner   • Ability to rotate shifts, as needed   • Based on location and/or program, additional experience/skills may be required   *Job requirements may vary by country and will not contravene any local lawsCareer Framework Role Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge.  Works with close supervision and clearly defined procedures.  Starting to demonstrate familiarity with client terminology, operating standards and procedures.  Starter without sustained metric performance levels.Supplemental Geographical Information RECRUITER ENTER THE APPLICABLE LANGUAGE:UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION   PHILIPPINES  • Minimum of two years of college education. No prior call center experience is required• Ability to think clearly and can explain simple issues effectively, both written and verbally   INDIA  • Ability to effectively communicate, both written and verbally• Listen attentively to customer needs and concerns; demonstrate empathy• Clarify customer requirements; probe for and confirm understanding of requirements or problem• Confirm customer understanding of the solution and provide additional customer education as needed• Ability to learn including strong problem solving skills• Demonstrate strong probing and problem solving skills• Should be able to handle complex queries• Should be able to resolve customer queries independently Disclaimer   The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Advisor I : Customer Service, Healthcare

., Illinois, United States
As a part of the Customer Care Team you represent one of our leading healthcare clients, assisting members with their insurance related needs.  Responsibilities include providing a positive and welcoming experience to members, being empathetic and answering their inquiries thoroughly and professionally.Greet member phone calls in a professional and courteous mannerMust be able to work, 40 hours a week.  This is required.Hours of Operation for this role is Monday-Sunday 6a-9p MST with needs on Saturday’s as well.  You will be scheduled work sometime in between these windows of time.Assess all in-bound calls to accurately and efficiently address member’s needs by maintaining a strong customer focus.Establish and maintain effective relationship with members to gain their trust and respectCommunicate with members in a warm, helpful and professional manner while simultaneously building credibility and rapportBe patient and compassionate while working as a team player and using all your available resources to provide the best outcome to the memberBe efficient in navigating multiple systems.Participate in ongoing training and self-development.Maintain basic knowledge of procedures, product information and online resource toolsMaintain regular attendance and punctuality as scheduled and adhere to all company time and attendance policies.Participate in activities designed to improve customer satisfaction and business performanceA high school diploma or GED is required and you must be at least 18 years of age.  College degree is preferred but not required.Ability to work in a face paced environment with extreme attention to detail and ownership1 year of Customer Service experience (retail, restaurant and or call center experience). Prior experience in a high-volume call center or face-to-face business environment preferredComputer proficiency (including knowledge of windows-based applications)Excellent written and verbal communications and typing skills requiredAble to work when needed to meet the business needs as directed by managementStrategic problem-solving skills and ability to manage multiple level of complexityPassion for healthcare.  Aptitude to learn healthcare administration but prior experience is not requiredEven tempered and able to handle multiple competing priorities Can receive and give constructive criticism in a professional mannerWorks well in groups and is open to multiple different ways of thinkingEnjoys working in an environment where a positive culture, is paramountOrganized athletics and military experience preferred by not required

Senior Web Developer

Farmington Hills, Michigan, United States
Under general direction, participates as a high-level technical expert in design, development, coding, testing, and debugging of new software or significant enhancements to existing software.  Works with technical staff to understand problems with software and develops specifications to resolve them.  Competent to work at the highest technical level of all phases of applications programming activities. Design, develop and implement cost effective, high quality web applications to meet/exceed customer needs. Interface with customer to obtain a full understanding of the project requirements in order to recommend the appropriate technology to accomplish requirements. Provide project timeline estimates. Monitor actual deliverable deadlines against scheduled completion dates. Participate in all phases of Software Development Lifecycle. Support both client and department programming standards. Perform unit testing of all applications developed and/or enhancements to systems. Work with Quality Assurance team to ensure quality of work produced. Process movement of jobs to production for both Internet and client/server applications and implementation of production scheduler. Ensure backup and recovery procedures are in place. Monitor application efficiencies to identify means of enhancing performance.           Qualifications:                                       Bachelor’s degree in Computer Information Systems, Computer Science, Engineering, Information Technology, or related field of study and five (5) years of in an information technology or related role. Master’s degree in Computer Information Systems, Computer Science, Engineering, Information Technology, or related field of study and three (3) years of experience in an information technology or related role will be accepted in lieu of a Bachelor’s degree and five (5) years of experience. Experience must include: 5 years of experience in web site design with a solid understanding of web infrastructure; 5 years of experience with Java Programming; 5 years of experience with JEE (Java Enterprise Edition); 5 years of experience with JSP (Java Server Pages); 5 years of experience with Java Servlets; 5 years of experience with JSTL; 5 years of experience with EL; 5 years of Web 2.0 experience using HTML, JavaScript, AJAX, JQuery, Angular JS, and Bootstrap; 5 years of experience with Flex Programming; 5 years of experience with Eclipse IDE; 5 years of experience with Apache Ant Build Tool; 5 years of experience with Java Objects; 5 years of experience with Oracle PL/SQL development; 5 years of experience with Oracle Object Design and implementation (Oracle Package, Procedures, Triggers); and 5 years of experience with Source Code Management Tool and Job Scheduler.  **Must have 3 years of experience in each skill if qualifying under the alternate requirement of a Master’s degree and 3 years of experience**Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Response Specialist 2

Farmington Hills, Michigan, United States
What we are looking for:We want candidates that can:First point of contact during ACN alert (Automatic Crash Notification)First point of contact during an emergency (SOS) key press initiated inside the vehicle.Responds to all assigned cases within the Sales-force queuePrimary point of contact for Toyota Financial Services during the Vehicle Locator service in the repossession processManages ticketing and communication process for technical issues with the Telematics serviceProcesses bulk and special event enrollmentsEscalation point to communicate any requests from TMNA (Legal, Media, etc)Research customer and Response Specialist issues as neededSales-force queue management and reportingStays current with Center procedures, product information and online resource toolsParticipate in activities designed to improve customer satisfaction and business performanceMust remain focused and observant as the primary point of contact for the emergency services teamResponds to all incoming customer phone calls within quality standardsGreet customers in a courteous, friendly, and professional mannerListen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customerManages customer complaints from initial call to resolution, escalates outstanding issuesResponds to detailed product questions on the brandCategorizes callers and offers appropriate Touch point (i.e. warm transfers)Provides Goodwill to customers on behalf of the client within the client guidelinesCommunicates well in written form, for call documenting. Strong note taking abilities required for customer account updatesProvide (SVL) Stolen Vehicle Location assistance to customers, dealer or TFSProvide Destination Assistance via the vehicle’s navigation systemProvide Roadside Assistance for vehicle occupants with a wide range of servicesGeneral Inquiry assistance for customers with account concerns/questionsProvide Outbound follow up for customers who are, in need of a follow-up or continuation of services Language required Spanish or FrenchPlease send resumes to: Arika.Aerts@Concentrix.com#cnxjobs*msja

UHG- AD Banker Pre Licensing Customer Support Associate II

Greenville, South Carolina, United States
Essential Functions/Core Responsibilities  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)     • Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking    • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer    • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures    • Maintain broad knowledge of client products and/or services    • Prepare complete and accurate work including appropriately notating accounts as required    • Participate in activities designed to improve customer satisfaction and business performance    • Offer additional products and/or services    • Track, document and retrieve information in call tracking database    Candidate Profile  • High school diploma with six plus months of customer service experience preferred    • Courteous with strong customer service orientation    • Strong computer navigation skills and PC Knowledge     • Ability to effectively communicate, both written and verbally     • Ability to learn including strong problem solving skills    • Dependable with proficient attention to detail    • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly    • Tolerance for repetitive work in a fast-paced, high production work environment     • Ability to work as a team member, as well as independently     • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner    • Able to rotate shifts, as needed    • Based on location and/or program, additional experience/skills may be required    *Job requirements may vary by country and will not contravene any local laws    Career Framework Role  Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge.  Works with close supervision and clearly defined procedures.  Starting to demonstrate familiarity with client terminology, operating standards and procedures.  Starter without sustained metric performance levels.    Supplemental Geographical Information RECRUITER ENTER THE APPLICABLE LANGUAGE:     UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION    PHILIPPINES   • Minimum of two years of college education with at least six to twelve months of call center • Ability to think clearly and can explain difficult issues effectively, both above average written and verbally• Demonstrate product expertise• Basic computer navigation skills and computer knowledge• Ability to train others    INDIA   • Ability to effectively communicate, both written and verbally• Listen attentively to customer needs and concerns; demonstrate empathy• Clarify customer requirements; probe for and confirm understanding of requirements or problem• Confirm customer understanding of the solution and provide additional customer education as needed• Ability to learn including strong problem solving skills• Demonstrate strong probing and problem solving skills• Should be able to handle complex queries• Should be able to resolve customer queries independently     Disclaimer   The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. 

Transformation Consultant II, EDGE

US-WAH-OHIO1-00 USA OH Work-at-Home, Ohio, United States
As a Global EDGE Transformation Consultant your expertise will help Concentrix's clients align their people, processes and technology with a business strategy, and vision, for future success.Concentrix Global EDGE Transformation Consultants work proactively with clients, Concentrix deal and delivery teams to refine their current business strategy, or develop new strategies that are in line with competitive and market forces. You'll help clients become fit and agile organizations, enabling them to take full advantage of the opportunities in their respective markets. Based on the client's strategic objectives, you'll improve performance across their business through reshaping processes, transforming the organization and using enabling technology effectively.As a Global EDGE Transformation Consultant, you are a trusted business advisor, responsible for working with clients to identify strategic capabilities that create competitive advantage. These capabilities may come in the form of process, information technology, organization enablement or knowledge. You'll use best practices, benchmarking and consultative tools to identify, align and change the factors that affect organizational performance, stability, and teaming, to develop comprehensive strategic and tactical transformation recommendations.As a Global EDGE Transformation Consultant your expertise will help Concentrix's clients align their people, processes and technology with a business strategy, and vision, for future success.Concentrix Global EDGE Transformation Consultants work proactively with clients, Concentrix deal and delivery teams to refine their current business strategy, or develop new strategies that are in line with competitive and market forces. You'll help clients become fit and agile organizations, enabling them to take full advantage of the opportunities in their respective markets. Based on the client's strategic objectives, you'll improve performance across their business through reshaping processes, transforming the organization and using enabling technology effectively.As a Global EDGE Transformation Consultant, you are a trusted business advisor, responsible for working with clients to identify strategic capabilities that create competitive advantage. These capabilities may come in the form of process, information technology, organization enablement or knowledge. You'll use best practices, benchmarking and consultative tools to identify, align and change the factors that affect organizational performance, stability, and teaming, to develop comprehensive strategic and tactical transformation recommendations.