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Why is it Great to Work at Convergys?

Convergys is known to many as a place where incredible careers begin. Whether your career is just beginning or you're making a fresh start, we empower our people through continuous opportunities to grow and explore the different career paths Convergys has to offer.

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Your first position at Convergys is just the beginning of something incredible, the first step in a path towards a lasting career.

Convergys is an EEO/AA/M/F/Vet/Disability Employer.

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Featured Careers

Customer Support Associate II

Sergeant Bluff, Iowa, United States
An employee in the Customer Support Associate II 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 non-routine problems regarding client's products or services.Essential Functions/Core ResponsibilitiesClarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking.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 broad knowledge of client products and//or services.Prepare complete and accurate work, including appropriately notating accounts as required.Ensure service delivered to our customers meets contractual Key Performance Indicators ('KPIs')Participate in activities designed to improve customer satisfaction and business performance.Offer additional products and/or service.Track, document, and retrieve information in call tracking database.Candidate ProfileHigh school diploma, with six months of customer service experience preferred.Courteous, with strong service orientation.Strong computer navigation skills and PC knowledge.Ability to effectively communicate, both written and verbally.Ability to learn, including strong problem solving skills.Dependable, with proficient attention to detail.Detailed 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.Able to rotate shifts, as needed.Based on location and/or program, additional experience /skills may be required.EEO/AA/M/F/Vet/Disability Employer.

Healthcare Customer Support Representative

Sergeant Bluff, Iowa, United States
Full time customer service opportunities are available at Convergys in Sergeant Bluff, IA.  We offer competitive wages; a fun, productive office environment; and monthly incentives.Essential Functions/Core ResponsibilitiesEnsure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinkingListen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customerGreet customers in a courteous, friendly, and professional manner using agreed upon proceduresMaintain broad knowledge of client products and/or services• Prepare complete and accurate work including appropriately notating accounts as requiredParticipate in activities designed to improve customer satisfaction and business performanceOffer additional products and/or servicesTrack, document and retrieve information in call tracking database    Candidate Profile  High school diploma with six plus months of customer service experience preferredCourteous with strong customer service orientationStrong computer navigation skills and PC KnowledgeAbility to effectively communicate, both written and verballyAbility to learn including strong problem solving skillsDependable with proficient attention to detailSkilled in multi-tasking; including the ability to be flexible and adapt to changes quicklyTolerance for repetitive work in a fast-paced, high production work environmentAbility to work as a team member, as well as independentlyDemonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and mannerAble to rotate shifts, as neededBased 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 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.    ​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. EEO/AA/M/F/Vet/Disability Employer.

Team Leader

USA, Utah, United States
Essential Functions/Core Responsibilities  • Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements    • Coach direct reports on sales and other "Key Performance Indicators" (KPI) on a regular basis to ensure performance metrics are achieved    • Improve sales performance through coaching, motivation and accountability    • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment    • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations    • Communicate expectations to employees and provide timely updates    • Provide subject matter expertise in handling escalated customer calls as needed    • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities    • Stay current on internal work processes, policies and procedures. Attend required manager development training    • Promote the Convergys values through both behavior and attitude, including being an advocate for your team members    Candidate Profile  • Associate's degree in related field with two to four years of relevant experience preferred    • Highly motivated individual with skills to develop and coach team members to achieve sales and performance expectations    • Work well under pressure and follow through on items to completion     • Strong communication skills, both written and verbal    • 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    • Willingness to work a flexible schedule    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

Seasonal Healthcare Customer Service Representative

Richardson, Texas, United States
Join the Convergys team today to provide compassionate, valuable advisor support to Client’s consumers!Obtain your State Life & Health Insurance License FREE of cost - a $1,100 value (starting as early as July 2017) including:11 days of paid instructor supported classroom trainingAll books, materials, and resources are includedTesting & licensing fees are waivedComplete 3 weeks of additional, paid product and sales training (starting in September)Earn $14/hr as a Seasonal Healthcare Customer Service RepresentativeBenefit from a bonus program with a team of experienced advisors to help you achieve your goal!Provide a compassionate and people-centric consumer experience that focuses on:Identifying the prescription drug insurance program needs of the consumer;Recommending the RIGHT insurance package for each consumer; andComplete each transaction to ensure the consumer's appropriate coverage.Be able to deliver exceptional support for as many as 20 consumers each and every day remembering that behind every call is real person seeking help, guidance, and support.Possess exceptional communication skills and the ability to create meaningful connections.You must be driven by integrity and a desire to deliver an exceptional consumer experience!Spaces are limited - Apply now and SECURE your spot!!Already have your license? We have opportunities for you too! EEOCPlease note: any correspondence regarding a Convergys opportunity, interview, or job offer will come from an official company email address. Be sure to verify the email address in the mail to: section to confirm that it is an official Convergys email address (mailto: name @ convergys.com).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 so classified.To expedite the processing of your application, please included a resume with your submission.EEO/AA/M/F/Vet/Disability Employer

Customer Service Specialist

Dallas, Texas, United States
Dimension and Scope:Customer Service Representatives are responsible for handling our Client’s highest level of service issues to ensure escalations are resolved in an efficient and timely manner. Agents provide knowledge and expertise to all Operation Centers and partner businesses to effectively resolve any service-related issues, while balancing both the needs of the customer and the business. Must have experience with Microsoft Enterprise Tools• Research, analyze and resolve customer (internal and external) issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions appropriate, while maintaining ownership of the issue. Manages queues for areas of responsibility to ensure response time goals are met. • Effectively resolves escalated issues. • Identifies service problems and conducts root cause analysis. • Establishes and maintains positive working relationships with agents, peers, management, corporate, network, coworkers, and partners. 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 so classified.To expedite the processing of your application, please included a resume with your submission.Convergys is an EEO/AA/M/F/Vet/Disability Employer.

PART TIME Customer Service Associate - Part Time Training and Flexible Shifts

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. Convergys is an EEO/AA/M/F/Vet/Disability Employer

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. Convergys is an EEO/AA/M/F/Vet/Disability Employer

Technical Support Operations Manager

Lake Mary, Florida, United States
Essential Functions/Core Responsibilities  • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed    • Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)     • Selecting, training, developing, and managing performance of direct reports and their Advisors; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements    • Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)    • Manage technical service-related operations, identity potential problems, technical gaps, and other obstacles with trouble shooting and problem solving    • Create and maximize relationships with client partners    • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance    • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching    • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner    • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement    • Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements    • Execute, monitor and track the following GOM principles: Performance Management, Focus 5, Cluster Management, Coaching, Triad Coaching Observation, Skip Level, Program Mastery, Team Leader Action Plan, Leadership Validation, GOM Training, Customer Protection Policy, Code of Conduct    Candidate Profile  • Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred   • Call center experience preferred    • Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback    • Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair)    • Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal    • Work well under pressure and follow through on items to completion while maintaining professional demeanor    • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates    • Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment    • Demonstrated ability to mentor, coach and provide direction to a team of employees    • Willingness to work a flexible schedule    Career Framework Role 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. Convergys is an EEO/AA/M/F/Vet/Disability Employer

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