Convergys Corporation Philippines is the premiere career destination in the country, as we provide the opportunities to make your dreams real —- We have 24, 000 stories to tell which prove that we can.

Because we are the BIGGEST and the BEST, we offer true career development, healthcare benefits, above industry compensation, a warm and enjoyable work environment, and a culture of diversity, that guarantee professional and personal growth. We discover within people their inherent strengths and develop paths that lead to their success.

We know how to take care of our employees because we focus on the things that make the real difference for success. We deliver unparalleled customer satisfaction because our workforce is empowered – this approach has made us a global leader for 25 years. With headquarters in Cincinnati, Ohio, Convergys employs nearly 75,000 employees who serve clients in over 70 countries.

Be part of the BEST!
Fortune Most Admired company for 9 consecutive years
2010 BPO Company of the Year
PEZA Hall of Fame awardee
Half of the top 50 Fortune 500 companies are Convergys’ clients

Here in the Philippines, from a single contact center in Manila, which opened in 2003, Convergys now has 15 contact center facilities in the Philippines – 10 located throughout Metro Manila, 3 in Cebu City, 1 on Bacolod and our 15th center, in Baguio City. We employ approximately 25,000 Filipinos since we started operations and we are constantly in search of the best and the brightest people to join our growing family as we continue to expand our business.

In Convergys, we do great things everyday. We offer opportunities that will lead to your success, a great place to work, and a family that you can be part of. If you are driven to jumpstart a winning career, and yearn to be part of something special, this is your chance. Come and make your dreams real with Convergys.

Workforce Leader – ALABANG
(National Capital Reg – Alabang)

Responsibilities:
Recumbent is responsible for supporting, coaching, developing and supervising a group of Floor Assistants while controlling one or more clients, programs, or lines of business at a Convergys Contact Center. Recumbent  will also be responsible for strategic management of present and future performance based on historical trends of the duties outlined below.

Principal Duties and Responsibilities:
Ensure, in collaboration with Operations Managers and RPM/Schedulers, accurate and timely agent schedules.
Manage intraday agent productivity, performance exceptions and schedule adherence in collaboration with the command center.
Execute system modifications  and/or issue procedural notifications based on trigger events,
Coordinate trouble tickets and escalate issues as required and communicate all process and client changes to direct reports within specific timeliness
Work with the schedulers assigned to ensure accurate schedules are produced.
Collaborate with client services, RPM, and operations during design and deployment of new or changed programs or lines of business to define operating performance targets and the triggers, procedures, and escalations or notifications to rectify schedule exceptions.
Effectively use technology, tools, and other floor management resources to optimize client service levels and program economic performance.
Manage intraday client, program, or line of business performance to meet or exceed contractual requirements.
Initiate and execute plans for unusual volume or agent availability situations including the movement of agents in CMS (queue/line management).
Input intraday scheduling exceptions as required, through either Digital Solutions (payroll impacting) or IEX.
Point of contact for system administration for the agents and for opening/following up on trouble tickets to ensure all tickets are resolved.
Provide essential input to on-site Operations staffing plans based on analysis of recent historical performance for key indicators
Provide floor management direction through face-to-face communications, phone, and messaging applications
Track, update as needed, and report operational results.

Requirements:
Applicants with three to five years of proven related experience in the BPO industry are highly preferred.
Must have strong business as well as specific program acumen
Ability to multi-task and maintain composure in a demanding work environment. Extremely strong oral communication skills
Detail and service level orientated with keen ability to observe systems and recommend improvement opportunities
Willing to accept responsibility and accountability
Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
Ability to demonstrate innovative and good judgment/problem solving skills when making decisions
Proven ability to analyze and improve work processes and policies.
Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel
Proficient in IEX, CMS or other similar resource scheduling/intraday management applications preferred