CallCenterNinjaOverview
Our wellbeing team is a diverse group of specialists dedicated to developing, delivering, and evaluating employee health and wellbeing strategies for Trust & Safety teams at Concentrix. Our initiatives are crafted to enhance and support positive mental and physical health, while fostering a healthy culture and work environment across the organization.
The Wellbeing Professional is responsible for the coordination and delivery of wellbeing programs and engagement activities and promoting access to wellbeing services. The role includes direct collaboration with the clinical wellbeing team, delivery team and support teams and will support the continual improvement of a robust wellbeing program.
As this role falls into the category of Trust & Safety, you’ll be working with people exposed to harmful content on a regular basis. This may occur in the form of images, video, and text related to hate speech, violence, child safety, depictions of harm to self and others, and harm to animals.
Key Responsibilities
Act as the primary liaison between the clinical wellbeing team, delivery team and content moderators for the purpose of ensuring effective program delivery.
Act as the main wellbeing representative/ point of contact for any on-site, client facing communication.
Ensure full implementation of wellbeing framework is standardized across sites.
Liaise with clinical wellbeing team and delivery team to ensure wellbeing sessions and activities are scheduled and delivered as required.
Monitor health of employees through floor walks, engagement sessions, focus groups, etc.
Support content moderators to participate in creative sessions such as creative therapies, music therapies, and mindfulness-based activities delivered by the clinical wellbeing team.
Deliver engagement activities to employees, ensuring alignment with company culture and wellbeing objectives.
Send timely communications to employees regarding wellbeing programs and activities, including wellbeing information, tools and strategies.
Offer a confidential space and opportunity to talk with a non-judgement listening ear.
Assess and respond appropriately to incidents and crisis situations according to an established protocol, and ensure appropriate escalation procedures are in place.
Partner with the corporate wellbeing team and their internal and external local resources.
Directly supervise wellbeing coordinators (where applicable).
Maintain a regular cadence of meetings with operational stakeholders to support wellbeing processes and initiatives.
Collect and analyse wellbeing data, including attendance, engagement levels, and feedback to understand impact, inform interventions and contribute to stakeholder reporting.
Liaise with cross functional business partners to ensure consistent program coverage and timely submissions of data for reporting.
Maintain and support content moderators to effectively utilise wellbeing technology.
Ensure wellbeing spaces are maintained to a high level for every site.
Qualifications & Experience:
Must have 3-4 years of experience delivering engagement activities, preferably in a content moderation or customer service environment.
Good level of understanding of mental health and wellbeing with a desire to help others.
Experience with wellbeing program implementation including crisis management.
Previous experience managing or supervising others.
Experience with wellbeing program implementation.
Experience in managing data, tracking tools, and employee engagement initiatives.
Proficient in communication and interpersonal skills.
Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
Good working knowledge of Microsoft office tools
Good working knowledge on virtual communication platforms like Zoom and Microsoft Teams
Candidate Profile:
Workplace Wellbeing Specialist, BA/MA in Psychology, Social Work, Communications, Human Resources, or Social Services
Proven experience in a similar role
Experience with crisis management
Knowledge about local and regional mental health and wellbeing resources
Excellent communication skills.
Strong people management & liaising abilities.
Good presentation and virtual delivery skills
Exposure to working with a diverse and multi-cultural population
Ability to work in a fast-paced environment.
Customer management exposure and content moderation would be a big plus!