Concentrix, a global leader in BPO (Business Process Outsourcing) services, is dedicated to more than just business success – they are committed to empowering the next generation. With a focus on skill development, the company is transforming the lives of young people in Jordan, defining Meaningful Youth Participation (MYP) as a strategic and intentional part of their approach to empowering young talent. Their CFYE-supported project “People First – Career Boost”, tackles youth employment challenges in Jordan head-on, creating new, decent job opportunities and enhancing the employability of young people, especially young women.
In this case study, we delve into how Concentrix’s dedication to Meaningful Youth Participation is brought to life through targeted upskilling, youth-driven initiatives, and innovative tech-powered solutions.
How does Concentrix do it?
To effectively realise MYP in their own business context, Concentrix employs a wide range of techniques from focus groups and feedback sessions to cross-functional team-building events, flexible work arrangements, learning and career development platforms, and mentorship programmes. The company actively engages young people by conducting routine talent reviews to identify the necessary skills for youth’s growth and success, allowing the further enhancement of targeted development programs. In line with this, annual surveys gather feedback on what works well and highlight areas for improvement, ensuring the work environment aligns with youth goals and aspirations.
The work environment is also intentionally cultivated as a positive workspace, offering social spaces that support the well-being and collaboration of employees. These spaces include social areas for breaks and interaction, auditoriums dedicated to team building, recognition events, wellbeing group sessions, training, and engagement, and outside spaces to rejuvenate in the fresh air. Concentrix believes that involving youth in a meaningful way is not only crucial for empowering them in the employment landscape, but also a valuable means in driving business success as it enables businesses to:
- Attract top talent through innovative youth programs.
- Reduce turnover by engaging employees early in their careers.
- Improve service quality thanks to young employees’ fresh perspectives and innovative ideas
- Enhance brand reputation as a youth-friendly employer.
By partnering with CFYE, Concentrix has been provided with additional resources, frameworks, and expertise to elevate their youth engagement strategies, enabling the design of more targeted programs, including entrepreneurship tracks and deeper community outreach to connect with youth in non-traditional markets.
For one, the emphasis on the MYP framework within the partnership has enabled Concentrix to take a comprehensive approach to youth empowerment and integration in the work sphere:
- Building Positive Environments
Concentrix offers a collaborative workplace with team-building events, flexible work arrangements, and wellness programs to foster a healthy and positive work culture for employees to thrive.
- Accountability & Transparency
Concentrix maintains transparent communication regarding performance, promotions, and incentives, encouraging young employees to take ownership of their career growth.
- Safe Participation
Young professionals are motivated to voice opinions and share innovative ideas through a platform (if applicable, it gets implemented), safe feedback channels, and anonymous surveys.
- Inclusivity & Respect
Concentrix’s diversity programs ensure that youth from different backgrounds, including marginalised communities, have equal access to career opportunities. Their internal policies ensure a fair treatment for all employees no matter their background, with opportunities being openly presented through internal channels and can be requested by all employees.
- Mindful Resourcing
Youth-focused initiatives receive dedicated budgets and resources to ensure sustainability and impact, such as dedicated areas for youth breaks, social areas, and entertainment events.
- Quality & Supportive Participation
All employees receive continuous learning opportunities, soft-skills training, and access to professional development tools.
Breaking through Barriers
While MYP has become an integral part of Concentrix’s approach, its implementation was not without challenges. The company faced several hurdles, including misalignments in expectations, where gaps between job realities and the initial expectations of young employees needed to be addressed. Adapting communication styles was a crucial step as leadership had to ensure effective communication with a younger workforce through modern tools and channels. Balancing flexibility with performance goals was also essential as the company navigated offering work-life balance while still meeting business targets.
By experiencing these challenges first-hand, Concentrix acquired key learnings that enables them to continue forging the pathway to decent youth employment. Firstly, they found out that frequent and continuous feedback is critical as young employees only thrive when they feel heard and valued. Secondly, Concentrix found value in offering flexible work options – not yet a standard norm in contexts like Jordan – as it improves retention among young talent, enhancing engagement and creating a trusting work relationship. Lastly, the company realised that young employees respond especially well to peer-driven mentorship programs, as they improve collaboration and engagement, strengthening youth participation.
The Way Ahead
From intentionally integrating MYP in their approach, to harnessing its valuable lessons, Concentrix is the pioneer in enhancing youth involvement in Jordan. In the future, they aim to expand community outreach efforts to connect with a broader demographic of young professionals, introduce leadership tracks tailored to develop future leaders, and increase investments in upskilling initiatives to meet evolving market demands and align youth ambitions with career growth opportunities. They also believe that the government will play a key role in enhancing youth participation and that more projects should integrate the mechanisms and modelled approach that programs like CFYE use in supporting private sector companies in youth employment strategies.
By encouraging these collaborations and refining support structures, Concentrix envisions a future where young people in Jordan are empowered to contribute meaningfully to the economy and society, leading to sustained growth and a more inclusive job market.
Sade Aalto-Setala
December 2, 2024