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Featured Careers

Customer Service and Technical Support Associate

Pocatello, Idaho, United States
Essential Functions/Core Responsibilities  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)     • Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer    • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer    • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures    • Maintain basic knowledge of client products and/or services    • Prepare complete and accurate work including appropriately notating accounts as required    • Participate in activities designed to improve customer satisfaction and business performance    • Offer additional products and/or services    • Track, document and retrieve information in call tracking database    • Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff    Candidate Profile  • High school diploma with three to six months of relevant experience preferred    • Courteous with strong customer service orientation    • Strong computer navigation skills and PC Knowledge    • Ability to effectively communicate, both written and verbally     • Dependable with strong attention to detail    • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly     • Tolerance for repetitive work in a fast-paced, high production work environment     • Ability to work as a team member, as well as independently    • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner    • Ability to rotate shifts, as needed    • Based on location and/or program, additional experience/skills may be required    *Job requirements may vary by country and will not contravene any local lawsCareer Framework Role  Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge.  Works with close supervision and clearly defined procedures.  Starting to demonstrate familiarity with client terminology, operating standards and procedures.  Starter without sustained metric performance levels.Disclaimer   The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. 

Sr Analyst Software Testing

USA, Texas, United States
Essential Functions/Core ResponsibilitiesResponsible for planning, creating and executing complex test cases, analyzing and documenting test output and managing resulting defects through re-testing cyclesLead all testing phases from front end planning through regression testing, whilst ensuring that deliverable dates are metConduct reviews with the client, business units, as well as internal development groups for the test deliverables using the appropriate testing methodologyProvide on-site client and business unit support including software installation and training for client testing and implementation teamsPartners with Development and Client Support Teams in problem resolution. Provide help to recreate or simulate client problem report conditions in order to facilitate analysis for resolutionSet up testing lab which involves installing hardware and software components; perform standards verification in increasingly complex testing environmentsSupport the various Development Teams including System Engineers, Programmers, and Technical Writers throughout the life cycle of enhancements/releasesDevelop and implement strategic process improvements for the testing organizationCandidate ProfileBachelor's degree in related field from a four-year college or university with four to six years of relevant experience preferredExperienced in software testing techniques and methodologiesDemonstrates superior problem solving and analytical skills. Able to assess whether code, environment or data is root cause of problems. Skilled with appropriate/relevant operating system knowledge to perform background processing, trouble shooting and analyze system logsDemonstrated ability with automated testing tools and platforms, as well as telecommunications applications experienceSolid understanding with a range of software application programs and operating systems, including database technologies or equivalent software products to find, modify, and create test dataExcellent communication skills, both written and verbal. Ability to effectively present information to internal and external associatesAdvanced Microsoft Office skillsStrong communication skills, bi-lingual (particularly Spanish) a plusIVRs and/or other contact center application testing, e.g., chat, web portal, KB, agent desktopDemonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environmentCareer Framework RoleRequires in-depth knowledge and experience. Broad application of principles, theories and concepts in applicable discipline. Solves complex problems; takes a new perspective using existing solutions. Works independently; receives minimal guidance. Acts as a resource for colleagues with less experience. Represents the level at which career may stabilize for many years or even until retirement.DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. 

Recruiter

Hickory, North Carolina, United States
Essential Functions/Core Responsibilities  • Responsible for assisting with implementation and administration of recruitment programs    • Receive, screen, and file incoming resumes, background, and reference checks    • Conduct initial screening interviews, telephone interviews, and/or face-to-face interviews with prospective applicants    • Assist with recommendations to hiring manager on candidate hire, and partner with appropriate stakeholders to offer competitive compensation packages and facilitate negotiation with candidates    • Leverage various resources - internet, community organizations, print media, formal/informal networks, colleges, trade associations - to directly and indirectly source qualified candidates    • Ensure the maintenance of accurate and concise records and reports concerning all phases of the recruitment process, working within the Applicant Tracking System (ATS) and HRIS tools    • Maintain consistent standards for all applicants and ensure compliance with all local rules and regulations related to hiring and recruiting    • Promote the Company image to candidates and external service providers    Candidate Profile  • Bachelor's degree in related field and less than two years of relevant experience preferred    • Strong communication skills, both written and verbal    • Ability to multi-task, prioritize, and meet timelines on deliverables    • Proficient in Microsoft Office    • Self-starter, sense of urgency, works well under pressure, ability to work in high-velocity environment    • Sense of professionalism and ability to develop relationships    • Strong attention to detail    • Ability to handle and maintain confidential information    Careel Level Description  ● Performs routine assignments in the entry level of the Professional Career Band● Uses existing procedures to solve routine or standard problems● Typically requires a college or university degree or the equivalent work experience that provides knowledge and exposure to fundamental theories, principles and concepts● Develops competence by performing structured work assignments● Receives instruction, guidance and direction from others    Disclaimer   The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. 

HR Business Partner.

Sergeant Bluff, Iowa, United States
Core ResponsibilitiesAssist with the development, administration, support, and management of employee relations functionsSupport, consult, and guide management at all levels of the organization on employee relation issuesProvide input and solutions for solving specific team concernsAct as a mediator between opposing views of personalitiesUnderstand current state of Management Development functions and propose new strategies to improve processes when necessaryProvide Human Resources related training at all levels of management as needed, including preventative training to ensure policy adherence and damage controlCreate materials that update and inform management on pertinent work force issues and concernsReview exit interviews and summarize data for management reviewMonitor and report on employee morale by proactively addressing employee relations and potential legal issues with management's cooperationAssist with interpreting policies, regulations, and programs in a manner conducive to company goalsSupport community events and programs such as United Way, Blood Drives, etc.Coordinate, schedule, and promote programming efforts for specialized needs of division and departmentsResearch some complex employee issues, and if necessary, coordinate efforts through Human Resources and/or LegalResponsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization's policies and applicable legal requirementsCandidate Profile:Bachelor's degree in Human Resources Management, Business Administration, or related field from a four-year college or universityPHR certification desiredFour to six years Human Resources experience or equivalent combination of education and experienceMust have proficiency with various software applications programs including Microsoft Outlook, Word, and ExcelExcellent negotiation and problem solving skillsAbility to organize and prioritize projects in a fast-paced, deadline-oriented and rapidly changing business environmentSolid oral and written communication skillsProficient knowledge of local employment, wage and hour laws, family and medical leave, equal employment opportunity (e.g., FMLA, EE0)Ability to motivate people in a dynamic environmentExperience in managing functional groupsExperience in a call center environment strongly desired  

Sales Associate

Columbus, Georgia, United States
Essential Functions/Core Responsibilities  • Achieving specific sales targets and maximizing sale opportunities on each and every call     • Use non-scripted probing techniques to determine customer needs and offer the most appropriate product or service to address their needs    • Maintain broad knowledge of products, pricing, promotions, and procedures    • Ensure service delivered to our customers meets contractual sales goals and other Key Performance Indicators (‘KPIs’)    • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures    • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer    • Clarify customer requirements; probe for understanding, use tools and resources to appropriately provide resolution to the customer    • Prepare complete and accurate work including appropriately notating accounts as required    • Participate in activities designed to improve customer satisfaction and sales performance    • Answer billing questions by talking through components of customer accounts    Candidate Profile  • High school diploma with six months of sales experience preferred    • Demonstrated sales technique and product knowledge preferred    • Courteous with strong customer service orientation    • Strong communication and negotiation skills required    • Ability to effectively communicate, both written and verbally     • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly    • Strong computer navigation skills and PC Knowledge    • Ability to learn and think conceptually    • Dependable with proficient attention to detail    • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner    • Able to rotate shifts, as needed    • Based on location and/or program, additional experience/skills may be required    *Job requirements may vary by country and will not contravene any local laws    Career Framework Role  Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge.  Works with close supervision and clearly defined procedures.  Starting to demonstrate familiarity with client terminology, operating standards and procedures.  Starter without sustained metric performance levels.     Disclaimer   The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. 

VP Opererations

USA, Ohio, United States
PRIMARY DUTIES AND RESPONSIBILITIES:Oversee the development and ongoing management of internal and day to day Operations and client management.Ensure that necessary client communication and support processes are in place to promote confidence in Convergys products and services.Develop, modify and ultimately oversee internal processes for financial control, operations review and change management.Establish and manage annual operational plans and expense budgets that support both the business unit plan and the Convergys corporate plan.  Primary focus is on performance and profit.  Supports new growthMaintain and continuously develop an organization and structure that most effectively serves the needs of the client, Convergys employees and shareholders, and enhances operational effectiveness across the entire organization.Create and implement strategic customer operation plans that optimize the company’s financial position and resource utilization. These plans must meet client’s requirements by being focused on the timely implementation of superior customized solutions through the creative applications of the Company’s core reusable assets.Manage the monitoring and trending of relevant client data to provide accurate operational performance, financial and resource forecast information.Client Business Reviews (onsite & remote)Responsible for establishing and clearly communicating departmental strategy to management team; providing feedback regarding tactical operations for department including budgeting, goal setting, and managing performance; following organization’s policies and applicable legal requirements; determining and implementing appropriate staffing and customer interaction guidelines for work team(s); and monitoring performance leading to successful results.EDUCATION AND EXPERIENCE Bachelor’s degree in related field from a four-year college or university with ten or more years related experience; orEquivalent combination of education and experience.CANDIDATE PROFILEDemonstrated track record of managing a business unit, with particular emphasis on Operations and client management.Market driven and client focused.Excellent ability to understand client business drivers and objectives.Proven ability to manage and lead Enterprise organizations.Strong personal presence, decisiveness, leadership skills, and understanding of information systems technology and operations, and the ability to communicate with all levels of large organizations.Excellent oral and written communication skills.Keen ability to sense and react to client discord in a way that delivers results to the client and makes them feel that through this person they have the ear of Convergys.Demonstrated ability to work in an ambiguous environment.Relevant industry/product/service knowledge.Skilled in financial management (pricing models, P&L, Budget, forecasting, expense management, etc.)Ability to work internal Convergys infrastructure to deliver results for clients.Must have proficiency with various software applications including Lotus Notes, Microsoft Word, and Excel.Facilitates cross site learning, consistency and speed to green.Capacity planning and management.Collaborates and teams well with Account Management and client

Supervisor Transactional Service Quality

Jacksonville, Florida, United States

Help Desk Escalation Specialists SURFACE

Richardson, Texas, United States
Responsibilities of this position:Provide the highest  level of technical and customer support for tablets with business clientsRecognize and respond to customer needs and demonstrate sincere commitment to resolving customer needsProbe customers to identify underlying issues and pose critical questionsSearch and retrieve information from various databases for the customerDemonstrate a sincere commitment to resolving the needs of the customerRespond to customer frustrations using excellent interpersonal and communication skillsExplain concepts and present technical information clearly to business customers; identify the level of technical knowledge of the customer and adjust technical communications to solve customer needComplete case notes in the call tracking database accurately.Requirements of this position:Ability to summarize/paraphrase informationExcellent listening skills (listens to the customer, does not interrupt)Ability to multitask with multiple applications during a phone callMust be able to type 25 WPMKnowledge of and experience with various Microsoft Operating Systems (Win XP, Win 7, etc.)Knowledge and experience with Microsoft officeKnowledge of and experience with gaming consoles or PC gaming systemsAbility to navigate the internet and use search engines to find informationMust be able to successfully complete new hire trainingExperience with Ethernet Networking (both wireless and wired) – experience in troubleshooting home networks which include routers/switches, wireless access points, and PCs (including Windows Media Center PCs)Knowledge of and experience with various Microsoft Operating Systems (Win XP, Win 7, etc.)Knowledge and experience with Microsoft officeKnowledge of and experience with gaming consoles or PC gaming systemsDisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

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