Recognized across the industry as a global customer experience technology and services leader, Concentrix has grown both organically and through mergers and acquisitions at a rapid pace. Most recently, it added 120,000 employees to its global team of game-changers, bringing the employee total close to 450,000.
Concentrix prioritizes recruiting, maintaining, and developing talent so they, in turn, deliver excellent customer service for the organization’s 2,000 clients. “We focus on improving the employee experience and retention because high attrition rates are a common challenge across our industry,” says Abhishek Jain, HRIS director at Concentrix. “That’s why we offer flexible work arrangements, invest in upskilling, and promote a healthy work-life balance to help attract and retain the best employees.”
Rupesh Ahluwalia, vice president for global HRIS at Concentrix, explains how the organization meets those goals with a unified Workday platform that replaced more than 10 different systems. “We have everyone accustomed to Workday, which makes integrations run smoother,” Ahluwalia says. “Our total of more than 400 integrations—including payroll, benefits, recruitment, and talent acquisition—connect our one Workday to all our processes. That means we consistently apply, manage, and control HR and finance processes across more than 70 countries using the same source for data.”
Improved onboarding and retention.
Concentrix hires tens of thousands of employees annually because of growth and attrition. Abhishek says it uses Workday Recruiting to hire people faster and provide a better experience from interview to onboarding. Employees also participate in the talent acquisition process using referrals and recommendations.
“Not only have we accelerated the process, but both the employer and employee have a better experience overall,” Abhishek says. “We also address all regulatory and compliance needs because we’re using Workday.”
Concentrix has also made strides in retaining employees because they are provided with clear career paths and opportunities to develop their skills.
We reduce attrition because we give people self-service resources to manage their journey within the organization, which then lead to opportunities that are visible to them.
HRIS Director
Accelerated decision-making.
The unified and data-driven view of its workforce in Workday has improved Concentrix’s decision-making and response to market changes.
“That creates velocity—one of our three Vs that are part of our guiding principles around culture and values—to move talent between different countries, businesses, and product and services lines,” Ahluwalia says. (The other Vs are “vision” and “value.”) “We often get requests to have people in their seats tomorrow. Because we already have people trained with the right skills, we can make that happen.”
Concentrix also saves time managing consultant engagements with Workday Professional Services Automation (PSA), which helps to standardize project, billing, financial management, and staffing needs.
“The use of consultants is a niche part of our business,” Ahluwalia says. “We use Workday PSA to bring consultants into one consolidated view. This gives us visibility into their skillsets to keep hiring key talent and make sure their skills are retained.”
We have data-driven decision-making capabilities and agility to respond to market changes.
Vice President for Global HRIS
Succession planning quicker with AI.
Concentrix also manages succession planning with Workday. It identifies critical roles, nominates candidates, and mines data to assess readiness for critical positions. Leaders quickly pinpoint who has the skills and experience for specific job roles. New talent is evaluated and tracked to ensure they develop the right skills through training and development to become future leaders.
Ahluwalia says succession planning is faster with Workday Illuminate™, the next generation of Workday AI that accelerates common tasks, delivers real-time help, and streamlines standard business processes.
“It’s part of our goal to increase automation across our business with AI-backed solutions,” Ahluwalia says. “We take that to the next level because everyone is on the same platform as we continue to grow.”