Experience the power of a game-changing career. Ready to ditch the ordinary and embrace the extraordinary? We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions in over 70 countries. If you're looking to grow and be inspired, as a Program Manager in Barcelona (On-site), you will be part of our team of game-changers who are powering the brands of the future in the coffee industry.Career Growth and Personal DevelopmentThis is a great opportunity to experience the power of what's next and develop "friends for life" at the same time. We'll give you all the training, cutting-edge technologies, and the continuing support you'll need to succeed.What You Will Do in This RoleIn everything we do, we believe in doing right by and for people - our clients, their customers, our people, our community, and our planet. As a Program Manager on our team, you will:Position the customer relationship as a partnership, demonstrating an in-depth understanding of the business requirements and customer's expectations and taking ownership of operational customer issues through to resolution.Plan and organize the required resources and facilities to meet customer and employee satisfaction standards for each account.Assist the Supervisor to manage the operation with regard to team management and customer demands in order to optimize productivity and quality standards.Define, produce and utilize a range of information, data and statistics in order to forecast workflows, plan resources levels and contingency arrangements, leverage specific results and troubleshoot areas of poor performance.Work in partnership with all teams and partners involved in Helpdesk Operation.Structure and manage the roles and responsibilities in the Helpdesk.Liaise with the Human Resource function in planning and implementing effective human resources policies and procedures.Liaise with the Training function in planning and implementing effective training and development activities.Identify the Knowledge, Skill, Attitude and Experience required to deliver excellent customer satisfaction by individuals and within the team.Help address personal issues that may affect performance at work, ensuring all Corporate policies are understood, implemented and regularly reviewed.Set the context and manage the conditions for a learning and empowered environment where personal skills development is encouraged and valued.Initiate and manage motivation and reward and recognition processes which deliver staff satisfaction.Work closely with other partners to ensure that knowledge, experience and skills are shared to the benefit of the wider helpdesk operation and customer population.Liaise closely with quality management in order to constantly improve the service.Your QualificationsWe embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Concentrix is a great match if you:Are proficient or bilingual in English.Possess good knowledge of helpdesk processes.Have previous experience delivering/managing Customer Services and also possess people management experience preferably in helpdesk or call center environment.Have communication and presentation skills appropriate to a range of audiences.Possess planning, organizational, negotiating, leadership, motivation, problem-solving and influencing skills.Are able to build and maintain relationships at all levels, with customers and staff.Are able to implement and manage change.Understand the main IT platforms and their application.Are able to create and maintain trust and loyalty with staff and customers.Understand and have experience of helpdesk processes and technical environment.It Will Be a Plus If You Have:Previous experience in a similar position.Don't meet every requirement? No worries. We're dedicated to creating a diverse, inclusive, and authentic workplace for everyone. If you feel you don't check every box, we still encourage you to apply. We'll do our best to match you with the right job, whether it's this one or another role.What's in It for YouWe challenge conventions to deliver outcomes unimagined by creating customer experiences that go beyond WOW. That's why we significantly invest in our people, our infrastructure, and our capabilities to ensure long-term success for our teams, our customers, and YOU. In this role, we offer benefits that help support your unique lifestyle:39 hours/week contract: Monday to Friday 09:00 to 18:00.Salary 30,000 euros gross/year + up to 4,000 euros gross/year in bonus.Central location in Barcelona.Bring-a-friend (referral) bonus opportunities.Full paid training on the company and the project you'll be working on.Career development programs and specialized courses.Experience the best version of you! At Concentrix, we invest in our game-changers because we know that when our people thrive, our clients and their customers thrive. If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440k+ game-changers around the globe call Concentrix their "employer of choice."Concentrix is an equal opportunity employer. We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.
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