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Featured Careers

Text Mining Specialist

Westminster, Colorado, United States
Dimension & Scope: The Text Mining Specialist, Analytic Consulting will work as part of a consulting team to analyze the business processes and supporting data of internal and external clients and assess current performance levels and identify opportunities for improvement.The Text Mining Specialist, Analytic Consulting will focus on conducting detailed data analyses in the digital space, including text mining big data to un-cover root cause drivers within chat interactions.  This role is responsible for developing client relationships, conducting data analyses, and communicating analyses results to project stakeholders. The Text Mining Specialist will also possess the leadership aptitude and ability to work autonomously.Principal Duties and Responsibilities: Consult with clients on business operations and performance initiatives within the client’s digital customer support environmentAssess client documentation related to existing business processes, capabilities, and metrics to understand the current state client environment and develop recommendations to improve efficiency across their environment.Member of the project team and participates or leads phases of a data analysis project, including, but not limited to: Planning, Data Collection, Data Cleansing, Analysis and Recommending SolutionsInteract with both external clients and internal resources while at client site to set appropriate expectations and facilitate the due diligence processLead interviews, focus groups, and side-by-side observations of client personnel to document current business and operational processes as input to process improvement initiativesIndependently develop key components of client deliverables (ROI analysis, statistical analysis, strategic assessments, communications, business processes, etc.)Conduct internal  and client-facing presentations to stakeholders to provide findings and recommended changes for improvement initiativesEducation & Professional Certifications: Bachelor's degree in related field from a four-year college with a minimum of five years of consulting or analytics experience; orEquivalent combination of education and experienceCandidate Profile: Ability to plan and manage the work of self and consistently deliver high quality work productsStrong interpersonal communication skills and ability to work well in teamsStrong problem-solving, analytical and quantitative skillsRecognized as an expert in consulting field, knowledgeable of emerging trends and industry best practices around digital self-service and text mining Experience with group presentations; able to articulate high level business concepts as well as detailed data analysis resultsLeadership aptitude, Detailed-orientedDesire to work in demanding project environments where deadlines must be metMust be able to adapt quickly to project/team scope changesMust have proficiency with various software applications programs including Python, Regular Expression Language, SQL, R and Microsoft Office applicationsDesire experience with text mining tool and customer query developmentKnowledge of statistical concepts and applicationsExperience in in consulting, customer relationship management, analytical analysis, and/or statistical analysisWorking knowledge of contact centers and digital self-service channels

Reports Specialist

Cincinnati, Ohio, United States
Essential Functions/Core Responsibilities  • Uses Tableau Desktop/Tableau Server to design and automate client-ready data visualizations• Automates report creation using Tableau scripts (“tabcmd”).• Creates SQL queries to access data• Designs and performs quality control functions, ensuring work products with minimal/no errors• Effectively leads cross-functional project teams• Drives operational process improvement and innovation• Maintains Client focus while considering solutions  • Provides ongoing consultation to clients and team members    Candidate Profile  • Bachelor's degree in related field from a four-year college or university with relevant experience preferred• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates• Advanced Microsoft Office skills• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment• Demonstrated ability to take initiative and ownership with focus on continuous improvement• Excellent attention to detail• Strong customer service disposition and sense of professionalism• Solid understanding of the organization's business operations and industry. Demonstrated business acumen• Demonstrated ability to comprehend, analyze and interpret• Advanced technical aptitude• Demonstrates technical mastery of software used to program survey instruments; tabulate survey data and/or manage customer records    No Relocation AvailableConvergys is an EEO/AA/M/F/Vet/Disability Employer    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. 

Consultant, Database Administration

00810 USA FL Work-at-Home, Florida, United States
Essential Functions/Core Responsibilities• Serves as the Lead Database Analyst on multiple Application Development project teams handling large and complex Database design projects. On larger projects, this position provides direction to lower level Database Analysts assigned to the project. Typical design projects will include large multiple databases across several business functions• Work with developers and end users to determine requirements, develop relational data models and assist in defining and coding complex SQLs• Conducts meetings with end users and Applications Developers and applies sound business judgment in determining appropriate data security and access restrictions for Databases• Ensures the optimum performance of Databases by reviewing and specifying the hardware requirements across operating systems• Conduct technical walk through of new database designs with the project team to ensure satisfaction of client requirements and corporate technical standards• Responsible for allocating system storage and planning/projecting future storage needs for the database systems at both the operating system and the database level• Monitors and optimizes the performance of the database by managing/monitoring disks, disk load balancing, memory utilization, and I/O performance• Reviews Database designs prepared by subordinate staff to ensure conformance to corporate standards and for control of replicated data• Ensures the inclusion of appropriate backup and recovery procedures for each Database design. Ensures system level backups are coordinated with appropriate Data Center personnelCandidate Profile• Bachelor's Degree in related field from a four-year college or university with seven years of relevant experience preferred • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates• Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment• Demonstrated ability to take initiative and ownership with focus on continuous improvement• Strong customer service disposition and sense of professionalism• Excellent attention to detail• Solid understanding of the organization's business operations and industry. Demonstrated business acumenCareer Framework RoleIs recognized as an expert in own function within the organization. Frequently contributes to the development of new theories and methods. Requires specialized depth and/or breadth of expertise. Interprets internal or external business issues and recommends solutions/best practices. Solves complex problems; takes a broad perspective to identify solutions. Works independently, with guidance in only the most complex situations.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. 

Customer Service Associate

Jacksonville, Florida, 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• May offer additional products and/or services• Track, document and retrieve information in call tracking database• May respond to customer inquiries by referring them to published materials, secondary sources or more senior staffCandidate 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 RoleHas 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.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.Convergys is an EEO/AA/M/F/Vet/Disability Employer.

Associate Inside Sales

Wichita, Kansas, United States
Essential Functions/Core Responsibilities  • Develop relationships with new and existing end-user customers in order to drive the sales process(demand generation through to opportunity closure) and generate incremental revenue    • Responsible for achieving quarterly and annual sales goals    • Responsible for a dedicated group of accounts in terms of goal attainment, customer satisfaction and market coverage. Accounts will vary depending on the targeted market segment     • Develop territory and account plans with focus on opportunity creation and management of pipeline    • Discover and solve the customer's business issues in order to identify and drive sales opportunities    • Maintain high level of client product knowledge, pricing and procedures via management communication, meetings and formal training    • Utilize tools, systems and processes effectively and correctly in order to meet client and customer’s objectives     Candidate Profile  • Bachelor's degree in related field from a four-year college or university with less than two years of relevant years of experience preferred    • Sales acumen, able to drive effective strategies and practices to generate revenue and customer satisfaction    • Strong communication skills, both written and verbal    • Sense of professionalism and ability to develop relationships    • Business acumen, to understand and add value to the customer’s business model    • Account management skills including planning, negotiation, innovation and problem solving skills to attain goal achievement    • To be adaptive to fit within client’s culture and to adjust to team dynamic    • Flexible and resourceful to establish goals using appropriate resources    • To work proactively and professionally    • Proficient in Microsoft Office    • Basic knowledge of networking     Career Framework Role  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. 

Customer Service Rep 1

Wichita, Kansas, United States
Customer Support Associate IJob Description SummaryThe Customer Support Associate I position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.Job Description 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. Convergys is an EEO/AA/M/F/Vet/Disability Employer

Training Supervisor

Lake Mary, Florida, United States
Essential Functions/Core Responsibilities  • Develop a department of well-trained, competent professionals who continuously improve theorganization and themselves    • Conduct Train-the-Trainer sessions    • Conduct quarterly one-on-ones with Trainers    • Coordinate with the Quality Supervisor and Operations on consistency issues    • Create and maintain consultant training schedule    • Cultivate a close working relationship with Training Manager(s), Training department personnel, Operations, and other Convergys managers, supervisors and consultants    • Coordinate the maintenance and development of training workbooks and other training tools used by the Training organization    Candidate Profile  • Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred    • Strong communication skills, both written and verbal    • Proficient in Microsoft Office    • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables    • Ability to mentor, coach and provide direction to a team of employees    • Self-starter, sense of urgency, and works well under pressure    • Ability to foster a sense of professionalism and relationship building for self and team    • Strong attention to detail    • Ability to work a flexible schedule    • Occasional travel     Career Framework Role  Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments.  Coordinates and supervises the daily activities of business or technical support or production team members.  In charge of handling single and medium-sized line of business.  Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.  Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback.  Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues.  Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.    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. Convergys is an EEO/AA/M/F/Vet/Disability Employer

Sr Mgr Talent Acquisition

00836 USA OH Work-at-Home, Ohio, United States
Essential Functions/Core Responsibilities  • Responsible for the leadership, design, development and execution of an effective short-term recruiting strategy; assist with the development and execution of long-term departmental strategy    • Involved in developing, modifying, and executing departmental or company-wide policies that affect immediate operations.  Exercises supervision in terms of costs, methods, and staffing to support business needs and maintain consistency with the organization's overall Business and HR & People strategies    • Direct a team's hiring and sourcing activities to ensure the best candidate selection for each role and that the recruitment process is conducted efficiently, economically, and in accordance with the organization's policies and standards and meets the needs of stakeholders    • Responsible for analyzing data to identify gaps, trends, and required areas of focus.  Partner with leadership to establish recruiting metrics and analytics that provide insights, guide decision making, and measure team productivity and program ROI.     • Develops and supports strategies to enhance the company’s diversity recruitment strategy through relationship building. Manages contractual relationships with placement agencies, contract recruiters; retained and contingent, job boards, job fairs and various internet job search websites for posting requisitions and surfacing candidates    • Partner with HR and Compensation to share market trend knowledge and develop cross-functional strategy to attract and retain talent through competitive compensation packages and offers    • Ensures 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    • Measures team performance against maintaining consistent standards for all applicants and ensuring compliance with all local rules and regulations related to hiring and recruiting    • Responsible for developing and applying an in-depth knowledge of the job specifications to include experience, skills, and behavioral competencies needed for success in each role     • Promote the Company image to candidates and external service providers and ensures that the Company is represented in the most accurate and appropriate way to all candidates and personally drives the highest standards of ethical behavior for all involved in the recruiting processs    Candidate Profile  • Bachelor's Degree in related field 10+ years of experience (with at least 2-4 years of progressive management experience) relevant experience preferred   • Excellent communication skills, both written and verbal.  Ability to effectively present information to internal and external associates.    • Advanced Microsoft Office skills    • Proven ability to lead team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment.    • Ability to interpret and analyze recruiting metrics and trends: retention, quality of hire, net throughput, etc.    • Demonstrated ability to mentor, coach and provide direction to a team of employees    • Demonstrated ability to take initiative and ownership with focus on continuous improvement    • Demonstrated ability to foster customer service disposition and sense of professionalism for self and team    • Solid understanding of the organization's business operations and industry.  Demonstrated business acumen    • Demonstrated talent with critical thinking; ability to comprehend, analyze, and interpret.    • Excellent attention to detail    • Ability to handle and maintain confidential information    Careel Level Description  Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s).  Is accountable for the performance and results of a team within own discipline or function.  Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals..  Adapts departmental plans and priorities to resolve operational challenges.  Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director.  Provides technical guidance to employees, colleagues and/or customers.  Has accountability for results in terms of costs, strategies and employees.    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. 

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