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Both sides co-own results, promoting transparency and alignment.
Clients lead strategy; Connext ensures execution excellence.
Embedded leadership and reporting keep performance measurable.
Oversight by industry-aligned US VPs
Rigorous manager selection process
Managers touch base with employees daily and work with clients to ensure high performance
Managers handle all HR-related issues and act as your fractional country manager
Managers carefully assigned based on client specific time zone and function
Ongoing Connext University and manager training programs
35:1 manager ratio
Enables more direct, detailed, high level support; managers have time to coach, mentor, and support each team member
Uptime monitoring system
Tracks in-office and remote uptime/downtime to spot patterns and adjust expectations
Technical and operational support for any software, hardware, network, or security issue
Standardized KPIs, weekly syncs and quarterly reviews hold your offshore team to the same standards as your in house staff. Every commitment below has a date attached to it.
A performance sync with your in-country Operations Manager, with utilization and quality reported directly to you.
A dashboard measured against the KPIs agreed at the start of the engagement, plus every HR, payroll and headcount change on the record.
A business review covering attrition, the retention actions taken and the capacity plan for the next three months.
An independent third-party audit of the access controls governing every delivery site, under SOC 2 Type II.
Your Operations Manager stays with the account. Quarterly attrition on Connext teams runs below 5%.
How we select and assign managers
Selection and Integration Process
1. Resume screening
2. Client-specific case study and panel interview
4. Manager bootcamp prior to client assignment
Assignment Process:
1.
Capacity to handle employee count
2.
Alignment with function that client is looking for support
*Managers are assigned based on client specific needs
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