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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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Featured Careers

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

Sr. Systems Engineer

Dallas, Texas, United States
Essential Functions/Core ResponsibilitiesProvide leadership and highly skilled technical ability for the installation and support for VMWare, LINUX, Windows and third party vendor software in both physical and virtual Server environmentsApplies skill and innovation and acts as a technical lead resource in establishing and maintaining Standards and Process documents to improve effectiveness of systems and customer satisfactionLINUXWindows ServerActive DirectorVMWareVRealize experience a mustProvide leadership in new technologies and solutions to streamline and automate existing services and introduce new services to reduce cost or enhance competitive edge.Function as the top-tier support for systems software and hardware issue resolutionServes as Key SME in working with virtual systems, deployment methods and management Responsible for the Development and maintenance of plans to ensure successful recovery of operating systems environments in the event of a disaster according to Disaster Recovery PolicyPerform systems analysis and tuning to insure optimal operating systems response for multi-user, database and web server environmentsParticipate in providing technology assessments in support of automation and technology migration initiativesRecommend improvements; maintain/monitor production and non-production systems to ensure infrastructure performs at maximum efficiencyImplement/maintain Data Security and prepare for and participate in system security auditsProvide 24 x7 on-call technical support via cell phone as required. Availability to work alternate shift schedule to support the business operationsDisclaimerThe 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

Operations Manager

Hazelwood, Missouri, 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 Employer

NEW POSITION! NEW PAY! Guest Service Agent I

Hazelwood, Missouri, 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. 

Healthcare Customer Support

Hickory, North Carolina, United States
Are you seeking a Monday thru Friday, full time (non-seasonal), professional position in an office environment?Convergys can provide you that opportunity with our Customer Support Healthcare, non-licensed business in Hickory! We offer full time positions, Monday thru Friday, onsite paid training, adult learning environment, full benefits package, and growth opportunity for employees who are focused & driven to succeed!Hours of Operations needed to be available are:  8:00am to 9:00pm Mon – FriAgents will provide professional, articulate, communication to their customers both providers & members.Agents will provide courteous support & solutions to customers based on the challenge or need.Agents will assist in helping and educating health insurance exchange members who make inbound calls around insurance benefits, eligibility, claims inquiries, provider look-ups, status checks, and application status.Members are from Healthcare Insurance Exchange plans.Agents will be responsible to provide first call resolution with accurate, courteous, and informative responses to the members.In some cases, calls will involve problem-solving skills to resolve the member’s inquiries. Agents are expected, but are not limited to, comply with government requirements for healthcare (ex. HIPAA verification).Probing questions to define customer needs/concerns will be expected.Provide accurate and complete responses to members in an easily understood language.Educate members on benefits of their plan and self-service options for 24/7 supportPlease 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: jennifer.doble@convergys.com).Convergys is an EEO/AA/M/F/Vet/Disability Employer.

Associate Trainer

Hazelwood, Missouri, United States
Essential Functions/Core Responsibilities  • Under the guidance of the class Trainer and supervision of the local Training Manager, the Associate Trainer will facilitate the training of classes as required• 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 agents using tools available such as assessments, playbook observations, etc. and provide recommendations under the guidance of the Trainer and Training Manager • Convey timely performance information to the Trainer and Training Manager throughout the training process/cycle• 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• Participate in Convergys and client training sessions as required • Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients. • Participate in a positive learning culture under the guidance of the Training Manager to include identifying and communicating areas for curriculum development/enhancement opportunities  Candidate Profile  • Bachelor's Degree in related field from a four-year college or university with less than two years of relevant experience preferred• Strong communication skills, both written and verbal   • Proficient in  Microsoft Office• 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 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.Convergys is an EEO/AA/M/F/Vet/Disability Employer

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

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