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Job Opening details:-
Company Name :- Concentrix
Position Name :- Associate Director, Global Service Desk
Company Location :- Bengaluru, Karnataka
Job Category :- Back Office jobs
Full Job Description :-
Associate Director, Global Service Desk
ROLE : Leader – Global ServiceDesk LOCATION : Gurgaon
Role/Position : Associate Director YEARS OF EXPERIENCE : 8 to 10 years
Concentrix is an American business services company specializing in customer engagement and business performance. Concentrix was a subsidiary of SYNNEX Corporation (NYSE: SNX) since 2006 and went public as an independent company on December 1, 2020. Concentrix is headquartered in Fremont, California. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents. Our 280,000+ staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics, and back-office solutions in 70+ 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.
Roles and Responsibilities:
The candidate would be reporting to the Global Director of ServiceDesk and would be responsible for being a liaison between the Core Operations Team and the Director for Global ServiceDesk.
Creation of Operational Activities and set Strategic Goals based on direct feedback from IT Leadership.
Planning and monitoring the day-to-day running of business to ensure smooth progress
Optimize the business processes for each LOB with the Global ServiceDesk through data analysis and collaboration with supporting teams
Manage, track, and report on target KPIs within the facility
Take Lead on Customer Satisfaction
Frontend all Automation projects which would help the goals of the organization
Create necessary reports and ensure the reports are being utilized in order to meet the company objectives
Knowledge and Experience
Bachelors, Master-/ University Degree or equivalent in Computer Science or a related discipline.
Good understanding of IT infrastructure and applications relating to BPO call center environments.
Experience in handling teams distributed globally for large organization in a BPO world
Excellent verbal and written communication skills.
Candidate should be a good team player with willingness to learn and drive to achieve.
ITIL certification would be a must
The Candidate should be open to work in a 24X7 Environment.
Self-starter, sense of urgency, and works well under pressure
Ability to interact with both internal and external customers in a friendly and professional manner
Work well in a fast-paced environment Team Player (Very important)
Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables
IND Gurgaon – Industrial Plot No. 243, 1st, 3rd, 4th, 5th Floors
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