CINCINNATI, OHPosted a month ago

Job summary

• Job post source

  This job is directly from Concentrix

• Job overview

  The Experience Design Lead at Concentrix oversees user experience design and usability testing to enhance product development, while also leading a customer service team to deliver superior customer support and achieve performance targets.

• Responsibilities and impact

  The role involves supervising customer service agents, coaching them to meet KPIs, managing team performance and wellbeing, influencing customer journey improvements, and collaborating with leadership to optimize processes and outcomes.

• Compensation and benefits

  The position offers a competitive annual salary with a potential bonus of up to £350 per month, 30 days annual leave including bank holidays, pension scheme, employee discounts on broadband, mobile, TV, shopping, and wellbeing support services.

• Experience and skills

  Candidates should have two to four years of relevant experience, proficiency in MS Office and Excel preferred, strong coaching and communication skills, ability to manage multiple priorities, and a positive attitude to foster team culture.

• Career development

  The role includes opportunities to develop leadership skills through coaching and mentoring, with potential to influence strategic decisions and improve team performance within the company.

• Work environment and culture

  Concentrix promotes a positive, health-focused team culture emphasizing accountability, motivation, and a supportive work environment both on-site and virtually.

• Company information

  Concentrix is a global customer management company offering services in customer experience and business process outsourcing, committed to equal opportunity employment and inclusive workplace practices.

• Team overview

  The candidate will lead a team of customer service support agents, referred to as 'game changers,' focusing on coaching, performance management, and fostering a high-performing team environment.

• Job location and travel

  The role is based at the Summit One contact centre in Farnborough, UK, with some travel or relocation possible and options for telecommuting depending on project needs.

• Unique job features

  This job uniquely combines user experience design leadership with direct team management responsibilities in a customer service environment, offering a blend of technical and leadership challenges.

Company overview

Concentrix is a global business services company specializing in customer engagement and improving business performance. They generate revenue by providing customer experience outsourcing, including customer care, technical support, and sales services, to clients across various industries such as technology, healthcare, and finance. Founded in 1983, Concentrix has grown through strategic acquisitions, including the significant purchase of Convergys in 2018, enhancing its global footprint and service offerings. The company is known for its commitment to innovation, leveraging advanced analytics and technology to deliver superior customer experiences.

How to land this job

• Tailor your resume to emphasize leadership and coaching experience, highlighting your ability to manage and motivate teams to achieve performance metrics and deliver exceptional customer service, as this aligns directly with the Experience Design Lead role at Concentrix.

• Highlight your skills in analyzing team performance data, identifying trends, and providing actionable feedback to senior leadership, showcasing your strategic influence on customer and agent outcomes.

• Apply through multiple platforms including Concentrix's corporate career site and LinkedIn to maximize your application visibility and chances of being noticed for this role.

• Connect on LinkedIn with current Experience Design Leads or team leaders at Concentrix, using ice breakers such as commenting on recent company initiatives in customer experience or asking about their approach to coaching and team development to start meaningful conversations.

• Optimize your resume for ATS by incorporating keywords from the job description such as 'team leadership,' 'coaching,' 'performance metrics,' 'customer service,' and 'operational excellence' to ensure it passes initial automated screenings.

• Utilize Jennie Johnson's Power Apply feature to automate tailored applications, identify multiple application channels, and find relevant LinkedIn connections, allowing you to focus your time on preparing for interviews and networking effectively.