Manager II, People Solutions Center

Job Title:

Manager II, People Solutions Center

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Role Overview

The People Solution Center Manager is the first point of contact for all PSC Supervisors as well for the main stakeholders in that region.
This is a position that suits naturally positive people who enjoy making people's lives easier, and it will also appeal to those who enjoy problem solving.

The People Solution Center Manager is the first point of contact for all PSC Supervisors as well for the main stakeholders in that region.

A PSC Manager will work with the PSC team members to embrace the culture of providing a fully dedicated and motivated employee experience that is positive, proactive, and professional. The PSC Manger should strive to build a team of individuals who are passionate and committed to continuous process improvement; results driven and highly team oriented.

This person will be a natural leader who will drive a team of PSC Reps from different countries, languages, and cultures; an energetic ambassador of the PSC brand and always ready to talk about the change we are making in the daily lives of our Game Changers.

Key Responsibilities

- Provides day-to-day support and guidance to a team of PSC professionals

- Organizes and conducts one-on-one performance/coaching meetings with PSC SupV

- Oversees the daily operations and performance of the assigned PSC team

- Must be able to make ad hoc decisions regarding PSC-Reps responsibilities

- Oversees all aspects of HR practices and processes provided by the PSC

- Provides regular and as-needed feedback and conducts team meetings and huddles

- Reporting and analysis of people related metrics

- High-level case management and day-to-day backlog management across all support channels

- Analyzing data to understand business needs and incorporate these into strategic development plans

- Understanding, analyzing and interpreting data trends to create action plans for improvement

- Be a key point of contact for PSC professionals; PSBPs and PSC Associate Director, regional PS Director and main stakeholders

- Good understanding of PSC processes & procedures for different European countries, languages and cultures is an advantage

- Day to day supervision of the PSC team.  This includes attendance and daily work

- Acting responsibly and driving the performance of the PSC

- Ensure service levels and defined goals of the PSC are met

- Monitor call, chat, email and ticket volumes on a daily basis and adjust staffing as needed

- Provide ad hoc reporting as required

- Act as escalation and SME for employee calls as needed

- Assess individual training needs of PSC staff and ensure they are met

- Identify and implement strategies to build team effectiveness. Identify training needs of PSC representatives to improve their operational efficiency

- Regularly update PSC representatives on process and policy changes through regular connections and facilitation.

Location:

EGY Cairo Egypt-Smart Village Building B2110

Language Requirements:

Time Type:

Full time2026-06-01