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Featured Careers

Customer Service Representative

Clarksville, Tennessee, United States
Call Center Essential Functions/Core Responsibilities• Ensure customer 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 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    • 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    Candidate Profile  • High school diploma with six plus months of customer service experience preferred    • Courteous with strong customer 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    • 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    • 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. Convergys is an EEO/AA/M/F/Vet/Disability Employer

Trainer-7

Salt Lake City, Utah, United States
Essential Functions/Core Responsibilities  • Responsible for day-to-day functional direction of trainees within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations    • Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment    • Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities for technical, customer service, and sales accounts    • Evaluate the performance of Associate Trainers using tools available such as assessments, playbook observations, etc. and provide recommendations under the guidance of the Training Manager    • Accountable for achieving individual training performance metrics    • Facilitate transition of trainees from training to production environment, ensuring competency levels meet business needs    • Maintain current product knowledge for each account by taking calls, attending team meetings, and side by side observations    • Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients.     • Assist Training Manager in skills assessment of training staff through classroom monitoring and feedback    • Produce training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aides    • Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, surveys, and revises programs based on results of evaluations    • Recommend curriculum of training process modifications to training management on the basis of internal customer feedback and/or quality results    • Participate and contribute to the continuous learning culture, department policies and procedures    • Maintain knowledge on changes to client products, services, policies, and procedures    Candidate Profile  • Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred    • Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)     • Strong communication skills, both written and verbal    • Proficient in  Microsoft Office    • Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables    • Self-starter, sense of urgency, and works well under pressure    • Strong attention to detail    • Sense of professionalism and ability to develop relationships    Career Level Description  Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills.  Analyzes possible solutions using standard procedures and principles.  Builds knowledge of the organization, processes and customers.  Solves a range of straightforward problems.  Receives a moderate level of guidance and direction.    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. 

Analytic Consulting Manager

Dallas, Texas, United States
Essential Functions/Core Responsibilities  • Coach, mentor, and day to day management of individual contributors Leads group of consultant focusing on mentoring coaching and coordination     • Conduct annual performance reviews and provide feedback in an ongoing manner for team members    • Lead consulting engagements with clients on business operations and performance improvement initiatives    • Utilize structured problem solving skills to develop a work plan and approach to answer business questions in the defined timeline    • Lead the project team to successfully complete all phases of a data analysis project on-time and on-budget, including but not limited to: Planning, Data Collection, Data Cleansing, Analysis, and Recommending Solutions    • Develop new insights and understanding of business performance based on data and statistical methods    • Analyze external markets dynamics and multiple large data sources to assess trends and develop actionable insights and recommendations    • Facilitate key project management meetings    • Interact with external clients and lead internal resources while at the client site to set appropriate project expectations and facilitate the due diligence process    • Deliver consultative recommendations to clients by drawing from information captured from the Convergys Analytic Consulting team, prior experience, and knowledge of critical processes and industry acumen     • Build, manage, and sustain strong relationships with internal and external clients    • Participate in practice building activities (e.g., recruiting, pre-sales marketing material, and case study development)     Candidate Profile • Bachelor's degree in related field from a four-year college or university with more than seven years of consulting or analytics experience (with at least two years of Progressive Management Experience) preferred• 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    • Demonstrated ability to take initiative and ownership with focus on continuous improvement    • Excellent attention to detail    • 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    • Ability to work and lead others in ambiguous situations    • Demonstrated ability to comprehend, analyze, and interpret    • Advanced Microsoft Office skills    • Proficient knowledge of a data analyses methodology, green or black belt six sigma certification preferred    Career Framework RoleManages 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. 

Program Management Manager

Salt Lake City, Utah, United States
Essential Functions/Core Responsibilities  • Ensures that the customer is satisfied with company products and services and that implementation schedules are on target and budgets are met according to contractual agreements    • Coordinates all aspects of program set-up, including coordination of technology, forecasting, staffing, scripting, media, telecommunication, reporting, quality measurement, data processing, floor operations, training, verifications, and billing    • Serves as mediator to internal issues and conflicting priorities for members of cross-functional teams focused on the delivery of new or existing solutions to clients    • Works with services/support sales on new service initiatives that could be sold to clients    • Provides regular updates to manager on project/account status    • Maintains client satisfaction and maintaining client communication     • Develops and administers schedules and performance requirements Candidate Profile  • Program/ Operations management experience within the BPO/Call Centre indusrty         • 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    • Solid understanding of the organization's business operations and industry. Demonstrated business acumen    • Demonstrated ability to comprehend, analyze, and interpret    • Advanced Microsoft Office skills    • Strong customer service disposition and sense of professionalism• Full professional English and Language proficiencyConvergys is an EEO/AA/M/F/Vet/Disability Employer

Collections Associate

Olathe, Kansas, United States
Principal Duties and Responsibilities: Extensive customer interaction/soft skill experience, with emphasis on influencing decisionsThorough knowledge of client products, services, and systemsExcellent computer navigation skillsAbility to multitask (Able to navigate numerous applications and decipher information whileholding a detailed conversation with your customer). Teamwork orientation, with mentoring skills and a willingness to help othersExcellent communication skills and excellent attention to detailsTolerance for repetitive work in a fast-paced, high production work environmentPersonal attributes that include reliability, professionalism, ability to work independently, positiveattitude, and ability to remain calm in stressful situationsFlexibility in accepting schedule changesMust be able to follow scripted portions of call for 100% complianceThe most successful agents within this program generally possess:Extensive customer interaction/soft skill experience.Thorough knowledge of client products, services, and systemsExcellent computer navigation skillsAbility to multitask (Able to navigate numerous applications and decipher information while holding a detailed conversation with your customer)Teamwork orientation, with mentoring skills and a willingness to help othersExcellent communication skills and excellent attention to detailsTolerance for repetitive work in a fast-paced, high production work environmentPersonal attributes that include reliability, professionalism, ability to work independently, positiveattitude, and ability to remain calm in stressful situationsFlexibility in accepting schedule changes

Seasonal Healthcare Customer Service Representative $14hr. Arnold

Arnold, Missouri, United States
Seasonal Healthcare Customer Service Representative $14hr.Interested in a new kind of opportunity?  Join the Convergys team today to provide compassionate, valuable advisor support to UnitedHealthcare consumers!  This seasonal opportunity allows you to:Obtain your State Accidental & Health Insurance License FREE of cost -  a $1,000 value(starting as early as April 2018) including:11 days of paid instructor supported classroom training; andAll books, materials, and resources;Testing & licensing fees.Complete five weeks of additional, paid product and sales training (Fall 2018)Earn $14/hr. as a Seasonal Healthcare Customer Service RepresentativeBenefit from a commission and bonus program with a team of experienced advisors to help you achieve your goalsGain experience for a potential full time regular positionTo be successful you must:Provide a compassionate and people-centric consumer experience that focuses on:Identifying the consumer’s insurance needs;Recommending the RIGHT insurance package for each consumer; andCompleting 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?  You may qualify for an additional bonus!**NOTE: This opportunity is contingent upon the successful completion of a criminal background check & drug test. **JOB SUMMARY: In this consultative sales role you will work with warm leads; inbound callers will contact you to review their options and for assistance in completing their annual enrolment.  Your primary goal is to match the consumer to the right insurance package and complete the enrolment.  You will follow through on the sale ensuring all required documentation is completed and submitted.Dimension & Scope: Using highly effective sales skills, agents will proactively sell healthcare products by listening to buyer’s needs and matching appropriate products. The environment will be highly goal focused with an emphasis on providing accurate information and consultatively selling policies to approximately one-half of the consumers contacted. Sales position but soft skills are required to successfully connect consumers and products.Principal Duties and Responsibilities:Actively participate in ongoing training and compliance to all state rules and regulations.Ensure accuracy of information collected.Participate in activities designed to improve consumer satisfaction and business performance.Place and/or receive consumer inquiries that may require deviation from a script or sales flow process.Conduct effective consultative selling by asking appropriate questions and matching the right product to the consumer’s needs, resulting in closed sales as well as increased consumer satisfaction.Maintain broad knowledge of products, pricing, procedures, and other important issues through management communications, meetings, client focus groups, and formal training.Comply with all do-not-call and insurance regulatory standards.Education & Professional Certifications:High school diploma or GEDCandidate Profile:Demonstrated success in an inbound or outbound sales environment.Strong goal orientation. Must provide good examples of how they set challenging goals and strive to achieve personal success.Capacity to learn complex processes and policies.Ability to successfully take tests and retain knowledge.Knowledge of computer operations.Detail oriented with examples of how they have been able to ensure high quality work.Willingness to rotate shifts, as needed.Positive orientation: as in focused on how to achieve success, not on barriers.Courteous with strong consumer service orientation.Dependable and flexible.Good listening and responding skills.Possess a drive to achieve as well as insight into self and others.Environment, Physical & Other Requirements: Ability to perform light hand activity work at a computer/telephone station in an office environment. Position is primarily sedentary. May stretch or stand at workstation for short periods at employee’s option, as long as such activity does not detract from the employee’s work, or interfere with other employees.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 mailto: section to confirm that it is an official Convergys email address (mailto: name@convergys.com).EEOCDisclaimerThe 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 Manager

Olathe, Kansas, United States
Essential Functions/Core Responsibilities  • Responsible for selecting, training, developing, and managing performance of training staff; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work     • Oversee new hire, continuing education, program specific training, and other training as needed by the business     • Ensure successful execution of local training needs including resource planning, measuring program training effectiveness, and managing trainer attrition    • Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment    • Ensure effective, consistent communication with managers, peers, operations and other resource groups, including day-to-day interaction with clients.     • Develop and cultivate partnership with operations, other business units, resource units, and clients     • Responsible for on-going classroom observations of direct reports, providing guidance, mentoring, and support that focuses on performance improvement     • Monitor and ensure completion of daily training administrative work such as tracking of student data, timekeeping, and other administrative tasks as required in a timely and accurate manner     • Responsible for day-to-day functional supervision of learners within the program training and/or other curriculum delivered through a variety of classroom environments, including attendance and student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations        Candidate Profile  • Bachelor's degree in related field from a four-year college or university with more than seven years of relevant experience (with two to four years of Progressive Mgmt Experience) preferred    • Prior experience in customer service or call center environment preferred    • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates    • Demonstrated ability to mentor, coach and provide direction to a team of employees    • Knowledge of general Convergys operating policies and procedures     • Ability to work a flexible schedule     • Travel required    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. 

Customer Support Associate III

Jacksonville, Texas, United States
Objective:Tier III Support Associates are responsible for providing problem resolution and excellent customer experiences for incoming service inquiries with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support, trouble shooting, guidance and resolution of issues regarding the client's product or services.Main responsibilities:Able to work off line on detailed back office activities such as:1). Regulatory agency support - troubleshooting and guidance; settings support; and focused analysis of impact of NMLS 2.0 on daily operations (in conjunction with SRR Operations and SRR Data Team)2). Provide a next level of technical support by handling escalated or complex user cases, while under minimal supervision3). Handling escalated situations regarding industry users, regulators, etc. that are outside the scope of our normal decision making resourcesOther responsibilities:Provide a high level of professional and competent support to all customers.Act in a professional manner towards customers, clients and colleagues.Provide telephone and Internet support as scheduled.Be aware of and assist in ensuring the department’s targets and goals are met.Maintain customer satisfaction according to the established systems of measurements.Use troubleshooting techniques where required to solve customer problems effectively.Use database and call logging tools to provide answers to customers’ queries.Maintain a high level of technical product knowledge in the specified products and become knowledgeable in new products as assigned.Uphold the Convergys values at all times.Adhere to the work schedule and follow the company’s internal policies and procedures.Requirements:Associate's degree or equivalent experience based on skills testing3 years of relevant experience preferred. Customer service experience is a plus.NMLS call center experience is a plus.Ability to effectively communicate, both written and verballySelf-starter with working knowledge of best operational practices.High attention to detail with the ability to understand complex workflow systemsAbility to communicate in a one-to-many environment as well as on a professional level with regulatory professionals, customer managers and executives.Ability to think critically and deliver results under pressure.Ability to portray professionalism and work well in a team environment.Identify situations causing customer dissatisfaction and strive to reverse or reduce adverse effects.Take advantage of all opportunities to learn and develop new competencies.Seek opportunities for challenging work tasks.Demonstrate excellent oral communication skills with the ability to control, manage and direct a conversation while simultaneously identifying essential information.Demonstrate excellent interpersonal skills with an ability to create and maintain a good impression, based on competence and credibility.Build relationships with team members and co-workers for effective team performance.Share information and ideas, and ask questions to ensure common understanding.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 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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