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Featured Careers

Customer Support and Healthcare Professionals

Watertown, New York, 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

QA Engineer

Denver, Colorado, United States
Essential Functions/ Core Responsibilities  Implement and develop automated test practices for both web and windowsapplications primarily using Visual Studio’s Coded UI module for both web andwindows applications. Design and create test scripts using C# and/or VB.NET to address areas such asdatabase impacts, software scenarios, regression testing, negative testing, error orbug retests, or usability in preparation for implementation. Work with the QA Manager and colleagues to define process and strategy associatedwith automation. Identify, analyze, and document problems with program function, output, onlinescreen, or content. Plan test schedules or strategies in accordance with project scope/delivery dates. Participate in product design reviews to provide input on functional requirements,product designs, schedules, or potential problems.SKILLS: Quality - Demonstrates accuracy, thoroughness and attention to detail at all times;Looks for ways to improve and promote quality; Applies feedback to improveperformance; Monitors own work to ensure quality. Technical Skills -Pursues training and development opportunities; Strives tocontinuously build knowledge and skills; Shares expertise with others. Initiative - Volunteers readily; Undertakes self-development activities; Seeksincreased responsibilities and takes ownership of tasks at hand; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks forand offers help when needed. Quantity - Meets productivity standards; Completes work in timely manner; Strivesto increase productivity; Works quickly. Dependability - Follows instructions, responds to management direction; Takesresponsibility for own actions; Keeps commitments; Commits to long hours of workwhen necessary to reach goals; Completes tasks on time or notifies appropriateperson with an alternate plan. Innovation - Displays original thinking and creativity; Meets challenges withresourcefulness; Generates suggestions for improving work; Develops innovativeapproaches and ideas; Presents ideas and information in a manner that gets others'attention. Teamwork - Balances team and individual responsibilities; Exhibits objectivity andopenness to others' views; Gives and welcomes feedback; Contributes to building apositive team spirit; Puts success of team above own interests; Able to build moraleand group commitments to goals and objectives; Supports everyone's efforts tosucceed. Candidate Profile Degree in a computing related discipline; or equivalent combination of education andexperience. EXPERIENCE: Proven experience developing automated test systems using Visual Studio’s CodedUI module for both web and windows applications. Ability to create scripts beyond record and playback using C# and/or VB.NET.Specifically developing functions, adding control flow logic, loops etc. Experience working with GUI object recognition and customization. Experience testing ASP.NET, .NET 2+, SQL, Windows GUI. Solid understanding of object oriented programming, design and debugging skills. Excellent understanding of software design techniques. Experience of source control systems and configuration management. Experience in Agile development methodologies preferable. Proven ability to deliver quality results in a busy and dynamic business focused 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. There is no relocation and no citizen sponsorship available with this position. Convergys is an EEO/AA/M/F/Vet/Disability Employer

Operations Manager

Wichita, Kansas, 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 associates; 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)    • 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    • Attend business reviews with the client    • Handle a team of team leaders    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    • 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 EmployerRelocation Assistance Offered

Data Center Operations Associate - Third Shift

Lake Mary, Florida, United States
Essential Functions/Core ResponsibilitiesPerforms enterprise monitoring using various monitoring toolsPerforms multi-platform monitoring, handles concurrent events as requiredProvides assistance and direction to lower level NOC staff2 to 5 years’ experience in a global Network Operations Center (NOC) or Data Center Operations role.Equivalent experience using enterprise monitoring tools such Ca Spectrum, eHealth and HP OpenView across a large IT environment with 10,000+ plus devices globally; servers, network equipment and IVR systemsPerform multi-platform monitoring and handle concurrent events as requiredExperience in working with carriers (AT&T, Sprint, etc.); opening tickets, performing escalation and ability to coordinate carrier maintenance notificationsKnowledge in monitoring and supporting in IVR systems.Knowledge in performing server reboots and verify applications and related services availabilityMust know Cisco hardware commands and have the ability to decipher logs and determine anomalies related to alarms received Cisco. CCNA certificate preferred. Intermediate to experienced level understanding of networking. Work closely with Network Tier 2 teams on service interruptions/outages to isolate and restore service to impacting eventsInteracts directly with clients, internal and external, on requests or alarms received related to direct platform monitoring.Strong communication skills, both written and verbal.Ability to multi-task, prioritize, and meet timelines on deliverables.Ability to follow established incident and change management and escalation processes.Strong attention to detail.Self-starter, sense of urgency, and works well under pressure.Sense of professionalism and ability to develop relationships.Must be a team player!Works closely with all technical support teams as required to isolate and resolve service impacting eventsTakes action to resolve or escalate all enterprise alarms received to higher level technical teams. Reboots hardware, restarts services as requiredFollows established incident management and escalation processesInteracts with all global carriers on service impacting events, performs escalation and coordinates all maintenance notificationsInteracts directly with clients on requests or alarms received related to direct platform monitoringCandidate ProfileBachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferredStrong communication skills, both written and verbalDemonstrated ability to multi-task, prioritize, and meet timelines on deliverablesSelf-starter, sense of urgency, and works well under pressureStrong attention to detailSense of professionalism and ability to develop relationshipsProficient in Microsoft OfficeCareer Framework RoleRequires 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.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 EmployerNo Relocation available No citizen sponsorship available with this position

Temp Recruiting Coordinator

Laredo, Texas, United States
Essential Functions/Core Responsibilities  • Responsible for assisting with the administration of recruitment programs  • Receive, screen, and file incoming resumes, background, and reference checks    • Schedule and may conduct initial screening interviews and coordinate with hiring managers for telephone interviews and/or face-to-face interviews with prospective applicants    • 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    • Responsible for developing 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    • Provide general support for the TA department(s) and related stakeholders, as necessary    • May administer typing and math tests to prospective applicants    • May assist with generating new hire packets and scheduling background checks and drug tests for prospective applicants    Candidate Profile  • Associate's Degree in related field and 1-3 years of relevant experience preferred   • Effective communication skills, both written and verbal    • Proficient in  Microsoft Office    • Ability to multi-task and meet timelines on deliverables; ability to work in high-velocity environment    • Detail-oriented    • Ability to handle and maintain confidential information        Careel Level Description  Has developed knowledge and skills through formal training or considerable work experience.  Entry level often for those with work experience in the skill are.  Works within established procedures with a moderate degree of supervision.  Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures, and makes sound decisions.    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

Recruiting Supervisor

Wichita, Kansas, United States
Essential Functions/Core Responsibilities  • Responsible for development, implementation and administration of recruitment programs    • Direct the activities of a team who assist with development of innovative, creative, and proactive recruitment strategies to meet the business needs of each client, internal department, and appropriate stakeholders    • Set team goals and targets and monitor progress against recruitment department metrics.  Responsible for measuring team productivity    • Lead a team responsible for the execution of initial screening interviews, telephone interviews, and/or face-to-face interviews with prospective applicants    • Work with hiring manager(s), HR, and appropriate stakeholders to determine final decisions on candidate hiring; make recommendations on appropriate hire(s) based on need and candidate interaction    • Partner with HR and Compensation to offer competitive compensation packages and facilitate negotiation with candidates    • Coaches team in leveraging various resources -- internet, community organizations, print media, formal/informal networks, colleges, trade associations - to directly and indirectly source and attract qualified candidates    • 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 and 2-4 years relevant experience preferred    • Strong communication skills, both written and verbal    • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables    • Proficient in Microsoft Office    • Awareness of recruiting metrics and trends: retention, quality of hire, net throughput, etc.    • Self-starter, sense of urgency, and works well under pressure, ability to work in a high-velocity environment    • Strong attention to detail    • Ability to foster a sense of professionalism and relationship building for self and team    • Ability to handle and maintain confidential information    Careel Level Description  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 EmployerRelocation Assistance Offered

.NET Developer

Cincinnati, Ohio, United States
Essential Functions/Core Responsibilities• Develops code for applications using ASP.net, C++, C#, VB, WCF, WPF, HTML, HTML5, JavaScript, jQuery• Works with database management systems such as MS SQL Server• Utilizes source code sprints and version control through TFS• Proactively seeks to help in the development of new solutions• Uses their understanding of software development and analytics to contribute technically to new solutions• Handles basic, non-concurrent development projects independentlyCandidate Profile• Bachelor's Degree in related field from a four-year college or university with four to five years of relevant experience preferred• Full-stack front end development experience• Proficiency in some combination of the following: ASP.net, C++, C#, VB, WCF, WPF, HTML, HTML5, JavaScript, jQuery, and cross-platform browser issues• Competency in a database management system, such as MS SQL Server• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables• Self-starter, sense of urgency, and works well under pressure• Working knowledge of .NET framework environments• Must have proficiency with Microsoft Suite• Strong communication skills, both written and verbalCareer Framework RoleRequires 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 directionDisclaimerThe 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 Success Consultant

Cincinnati, Ohio, United States
Essential Functions/Core Responsibilities  Maintains deep understanding of the Convergys CX platform and has ability to translate client business needs into platform design/configurationServes as strategic client interface regarding platform design, implementation and optimal platform utilizationInterfaces with internal software programs to setup platform configurations for client projectsDevelops/maintains CX platform design documentation for specific client projectsHelps to develop best practices associated with platform design, implementationConsults with Engagement Leads, Directors and clients on platform designOversees client discovery sessions and UAT testing processesFacilitates cross-functional meetings and client discussionsProvides ongoing client consultation regarding platform enhancements to improve the success of VOC programsCandidate Profile  2-3+ years experience in B2B software deploymentBachelor's Degree+Knowledge of customer service environment and closed loop practices and principlesExcellent communication skills (written and verbal), ability to effectively present information to internal and client audiencesProven ability to consult with senior contacts within client organizations and coach/train staff in technical environmentExcellent attention to detailDesire to work on team deliverables where individual achievements are components of a larger effortDesire to work in demanding project environments where deadlines must be met Adapt quickly to project/team scope changes Advanced Microsoft Office skillsCareer Framework Role  Requires 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. Convergys is an EEO/AA/M/F/Vet/Disability EmployerNo Citizen Sponsorship is available with this position

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