Convergys is in need of an Operations Manager

Details

COMPANY PROFILE:

Convergys Corporation (NYSE: CVG) is a global leader in relationship management providing customer care, human resources, and billing services. We help our clients make smarter decisions about how to add value from their customer and employee relationships. We offer a "high-tech, human-touch" approach that combines skilled customer service representatives with advanced customer and information management technologies. This approach has made us a global leader for 25 years.

Headquartered in Cincinnati, Ohio, Convergys employs nearly 75,000 employees who serve clients in over 70 countries, speaking more than 35 languages, from 79 sites across the globe. We have been named a Fortune Most Admired company for seven consecutive years, and more than 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 eight contact center facilities in the Philippines – six located throughout Metro Manila, two in Cebu City, and our ninth centre, in Bacolod City. We employed approximately 12,000 Filipinos since we started operations and we are continuously looking for more talented people to join our growing family as we expand our business.

For more information about our company, visit our website:
http://www.convergys.com/careers


OPERATIONS MANAGER


DIMENSION & SCOPE:

This position is responsible for coaching and supporting Team Supervisors in a Service Center/Operations environment. This position is also responsible for ensuring client service levels and budgets are met on a consistent basis. It demands a high degree of adaptability and flexibility in a fast paced rapidly changing environment.

PRINCIPAL DUTIES & RESPONSIBILITIES:

- Analyze performance results and implement department improvements.
- Plan for upcoming organizational needs and implement strategies in a proactive manner.
- Analyze and maintain all Client Service Level Agreements.
- Ensure department operates efficiently according to client and company measures.
- Maintain understanding of client specific training.
- Resolve escalated customer complaints.
- Determine appropriate staff-mg levels and implement strategies to ensure the efficient operation of the department.
- Work with support departments to ensure staffing strategies are effectively executed.
- Achievement of budgetary measurements.
- Maximize revenue generated efficiency. Support long and short term financial projections.
- Responsible for expense management.
- Support the data collection for billing process, including ISRS, billable/non-billable hours.
- Development, maintenance and testing of the project's business continuity plan.
- Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the
organization’s policies and applicable legal requirements.

EDUCATION AND PROFESSIONAL CERTIFICATION:

- Bachelor’s degree in related field from a four-year college or university or equivalent combination of education and experience.

CANDIDATE PROFILE:

- Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel.
- 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.
- Excellent ability to demonstrate innovation and good judgment/problem solving skills when making decisions.
- Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
- Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback.
- Proven ability to analyze and improve work processes and policies. Work well under pressure, professional demeanor, and strong communication skills (verbal & written).
- Financial analysis and budgetary skills. Six to eight years related experience or equivalent combination of education and experience.

How to Apply

Are you looking for a company that is committed to its employees? A company that is personally rewarding, yet professionally constructive? We foster an environment that attracts, develops and rewards highly effective people.

There's more to life than work, we understand that. Caring for the health and well being of all our employees is truly important. Our benefit plans reflect this and offer our employees competitive options. We are committed to providing quality healthcare benefits that are affordable for employees and the company.

Here are some of the benefits we can offer you:

- Basic life insurance and basic accidental death and dismemberment (AD&D) insurance at no cost
- Tuition Reimbursement Plan
- Retirement Savings Plan
- Employee Stock Purchase Plan

You see, we offer more than just a job. We offer a relationship with the family that is Convergys – great benefits, award-winning people and a commitment to diversity. People and opportunity make a difference.

Grow personally and professionally. Explore the advantages of sharing your talents with Convergys.

There are 4 ways to apply for this position in our Philippines site:
1. Send in your updated resume through jobsph@convergys.com
2. Visit our website at www.convergys.com/careers
3. Call us at 411-9401
4. Or click button below: 'Click Here to Apply'

To apply personally, we invite you to visit us at:
Convergys i3 Asiatown Office
Ground Floor, i3 Building, Jose Maria Del Mar Ave.,
cor. A. Abad St., Asiatown IT Park, Lahug, Cebu City


Convergys is an equal opportunity employer.