Business Process

Outsourcing
(BPO)
 Agenda
BPO Industry
Concentrix Profile
Organizational Chart
Job Positions Analysis

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 What is Business Process
Outsourcing (BPO)?

• Business process outsourcing (BPO) is a type of outsourcing wherein a third-party service

provider is employed to carry out one or more business functions in a company.

• Types of BPO: Onshore outsourcing, Nearshore outsourcing, and Offshore outsourcing.

• BPO offers several benefits, such as lower costs, global expansion, and higher efficiency,
while some of the drawbacks include security issues, hidden costs, and over-
dependence.

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Concentrix profile
 CONCENTRIX
Company Overview

Concentrix is a technology-enabled services company

Specializing in customer engagement and improved business performance.
CORE PROPOSITION
Part 1 We make business better
We provide next-generation customer experiences and better business outcomes
through technology, design, data, process, and people.
We drive better business outcomes, with enhanced:

• Customer Advocacy
• Revenue Growth
• Productivity
• Increased Profits
• Market Relevance
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 Core PROPOSITION
Part 2
We are Different by Design.
We think differently, change conversations and place a lot of bets on
things that will enable our clients to deliver more value to customers
and stakeholders.
We Deliver Business Impact By:
• Leveraging context, experience, and best-practice from our
partnerships with the world’s best brands
• Differentiating with user-led design, data, analytics, and
technology.
• Building Proofs-of-Concept through contrarian thinking and
calculated risks.
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 CONCENTRIX CAPABILITIES
(What we do)
We partner with clients who seek to transform businesses and brands by
achieving the impossible.

• Delivering next-generation CX/CE to delight customers

• Optimizing business to continually adapt to market pressures.
• Creating needed disruption to stay relevant and achieve better business
outcomes.

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 TARGET VERTICALS

Retail and eCommerce | Automotive | Healthcare | Banking and

Financial Services | Insurance | Technology | Consumer Electronics |
Travel and Transportation | Media Communications | Energy and
Public Sector

WHAT WE LIVE BY
Our Vision:
We will be the greatest customer engagement services company in the
world, rich in diversity and talent.

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 Our Culture:
WE ARE FANATICAL ABOUT OUR CLIENTS AND STAFF
WE HAVE HIGH INTEGRITY WITTH EXEMPLARY CHARACTER
WE ARE TANECIOUS IN OUR PURSUIOT OF EXCELLENCE
WE VALUE KNOWLEDGE, OPENNES, AND TRANSPARENCY
WE HAVE CONTRARIAN VIEWS ON HOW TO RUN A BUSINESS
WE ARE BOLD IN OUR DECISIONS
WE ARE DISRUPTIVE IN THE MARKETPLACE
WE INVEST IN THE FUTURE
WE ALL CONTRIBUTEAND ARE ONE CONVENTRIXX
Our 3V’s (operating philosophy):
Visibility-Velocity-Value

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ORGANIZATIO
NAL CHART
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JOB ANALYSIS
5 POSITIONS
OPERATIONS
DIRECTOR
Operations Department
 JOB TITLE: Operations Director INDUSTRY: Business Process
Outsourcing
JOB CATEGORY: Operations Department COMPANY: Concentrix
JOB SUMMARY
The Overall function of the Operations Director is to supervise the company’s
daily operations to determine if they are carried out successfully and
efficiently in accordance with all aspects of the company’s objectives. This
role demands aptitude or competency for the job since it is in-charge of
organizing various operational activities across all departments. Since the
Operations Director is responsible for the company’s performance, they must
collaborate with different departments to make sure they are all running as
effectively as possible.

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 JOB DESCRIPTION:
•Operations Directors have the following duties and responsibilities such as
Making Decisions and Solving Problems, Communicating with Supervisors, Peers,
or Subordinates, and Guiding, Directing and Motivating Subordinates 

•Working conditions are having Leadership, Dependability, Initiative, Stress

Tolerance, and Cooperation.

•Their tasks are the following: They plan and monitor every operation of the
business to make sure it leads to a smooth progress by organizing policies, goals
and objectives in their daily operations. They implement various changes in their
procedure to achieve customer satisfaction in their service. Tasked to conduct a
performance evaluation of the employees in order to oversee possible
improvements that could be done for effective and efficient productivity. 

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 JOB SPECIFICATION:
•This occupation requires a four-year bachelor's degree specifically
Master’s degree in Business Administration.
•Experience is needed for these occupations. Several years of work-related
experience, on-the-job training, and/or vocational training related on the job.
•This job requires knowledge about administration and management and
Customer and Personal Service.
•The skills and abilities for this job position are Monitoring and Negotiation,
Critical Thinking, Oral Expression and Problem Sensitivity 

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Quality Assurance
Supervisor
 JOB TITLE: Quality Assurance INDUSTRY: Business Process
Outsourcing
JOB CATEGORY: Supervisor COMPANY: Concentrix
 
JOB SUMMARY
The Quality Assurance Supervisor reports to the Quality Assurance & Training
Manager. Supervise a group of Quality Assurance Representatives who are
responsible for Quality Assurance evaluations for inbound call center as well
as administrative functions. This position partners with the QA
Representatives to ensure that the overall quality of the customer experience
meets company and partner expectations.

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Job Description (Duties & Responsibilities, Working Conditions, and Accountabilities)
Essential Functions/Core Responsibilities 
 Supervision of work group, including work assignment and attendance monitoring;
providing input into selecting, training, developing and completing performance
appraisal of workgroup(s) in accordance with the organization’s policies and applicable
legal requirements  
 Maintain accurate metrics of direct reports individual performance as well as overall
team level performance   
 
Working Conditions
 Deal with angry or unpleasant people on a daily basis.
 Always work indoors.
 Often work evenings. May work weekends.

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 Job Specification
 
Candidate Profile (Skills, Abilities, Experience, and Qualifications)
 Bachelor's Degree in a related field from a four-year college or university
with two to four years of relevant experience preferred  
 Strong communication skills, both written and verbal   
 Proficient in Microsoft Office   
 
Call Center Supervisor Skills
 The Ability to Lead
 Thinking Outside the Box
 Problem Solving

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Training
Voice and accent trainer
JOB TITLE: Training INDUSTRY: Business Process
Outsourcing
JOB CATEGORY: Voice and accent trainer COMPANY: Concentrix

SUMMARY
As voice and accent trainer, you will analyze data and perform a
thorough root cause analysis and drive continuous improvement in
the team along with the skill assessment process.

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 Job Description
• Auditing calls of the agents of the account aligned, using the pre-defined
grading sheet.
• Manage daily, weekly, and monthly reports with the partners and share
regular feedback with the agents.
• Identify areas of opportunity and develop action plans and understand data
while performing detailed problem analysis.
• Ability to collaborate across multiple teams for process improvements and
standardization.
• Coach and share feedback with team and plan monthly team meetings to
discuss outcome.

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Job Specification
 
• Bachelor's degree or equivalent work experience
• Knowledge of training in delivery skills and delivery methods
• Strong communication skills
• Proven ability to complete full cycle training
• Excellent oral and written communication skill
• Ability to identify communication skills gaps to help improve performance
• knowledge to implement training projects

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Human Resource
Manager
Human Resource
 JOB TITLE: Human Resource Manager INDUSTRY: Business Process
Outsourcing
JOB CATEGORY: Human Resource COMPANY: Concentrix
Job Summary:
             The Human Resource Manager will lead and direct the
routine functions of the Human resources (HR) department
including hiring and interviewing staff, administering pay, benefits,
and leave, and enforcing company policies and practices.

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 JOB DESCRIPTION:
Supervisory Responsibilities:
•Manage activities such as job design, recruitment, employee relations, performance
management, training & development, and talent management.
•Administrator. Running payroll, writing job descriptions, creating workplace policies,
and procuring benefits packages.
•Oversees the daily workflow of the department and provides constructive and timely
performance evaluation.
Working Conditions:
Human Resources Managers usually work in a pleasant office setting. They spend a great
deal of time interviewing people, talking on the phone, and in meetings. They must work
well with people. To recruit more new employees or take part in conferences and
seminars, they may be required to travel. They generally work more than a forty-hour a
week.

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 JOB SPECIFICATION:
Skills/Abilities:
•Excellent verbal and written communication skills, strong analytical and problem- solving
skills.
•Proficient with Microsoft Office Suite or related software. Has the ability to quickly learn
the organizations HRIS and talent management systems.
• Thorough knowledge of employment related laws and regulations.
Education and Experience:
•Bachelor degree in Human Resources, Business Administrations, or related field required.
•A minimum of three years in human resource management experience is preferred.
•Society for Human Resource Management- Certified Professional or SHRM – Senior
Certified Professional highly desired.
Physical Requirements:
•Prolonged periods sitting at a desk and working on a computer.
•Must be able to lift 15 pounds at times.
•Must be able to access and navigate each department at the organization facilities.
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Information
Technology
Network Administrator
 JOB TITLE: Information Technology INDUSTRY: Business Process
Outsourcing
JOB CATEGORY: Network Administrator COMPANY: Concentrix
 
JOB SUMMARY:
Responsible for providing and performing technical assistance and implementation for
both Hardware and Software users. Take charge of the checking, monitoring, training,
maintenance, documentation, and recitation of Hardware and Software in proper
coordination with Technical Support II, Technical Support III, Jr/Sr. Supervisor and Manager.
 
Provides System maintenance and recommendations about past, Present and Future
Status as well as planning and development of resources.

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 JOB DESCRIPTION:
 Provides IT support, training, and orientation for new technology users
and offer troubleshooting, support, and repair when IT equipment or
networks to malfunction.
 Apply and schedule proper preventive maintenance procedures and
troubleshooting to make Business systems and hardware are in normal
running condition daily. Be able to provide immediate support and
rectification in times of possible downtime and troubleshooting.
 Ensure effectiveness and efficiency of the IT hardware and software by
having quality products and helping reduce cost and expenses.

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JOB SPECIFICATION:
 Must be a graduate of Bachelor of Science in Information Technology,
Bachelor of Science in Electronics and Communications Engineering;
Bachelor of Science in Computer Science
 Experience is needed for these occupations must have two years and above
of experience in Hospitality Field, Hardware and Software Operations, and
IT support roles.
 This occupation requires basic skills and knowledge of Network cabling and
termination, PC and Printer maintenance photoshop, and website and
email management.

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 The full team

Takuma Hayashi Mirjam Nilsson Flora Berggren Rajesh Santoshi

President Chief Executive Officer Chief Operations Manager VP Marketing

Graham Barnes Rowan Murphy Elizabeth Moore Robin Kline

VP Product SEO Strategist Product Designer Content Developer

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Thank you