A typical day at work – The first thing that I do once I reach office is to check my mails and task list. I normally come to work 30 minutes before my team comes. I check my task list and prioritize them accordingly. Then have a session with the team mates and discuss about the previous day’s reports and productivity, followed by the current day target and strategies. We also have one on one sessions with few of the peers to discuss about performances, growth, leaves, etc. There would be at-least 6 – 7 escalation calls (complaints, irate or dis-satisfied customers) every day which I need to take care of. At the end of the day we have a team huddle and recap the day’s events, performances and next day’s commitments.
What I learned - I have gained expertise in Operations Management, Team Management, Process Management, Customer Relationship Management, Complaint Handling, and other areas that contribute to smooth working of an organization. Beside those, I possess immense knowledge about case handing, data analysis which can contribute greatly to any organization.
Management – The management team is excellent. There is always a fresh environment filled with discipline and positive attitude.
Co – workers – I always enjoyed working with my colleagues. I am a fun loving person and ensure that the work place is filled with fun. This has been always possible because of my colleague’s sportive attitude.
Hardest part of the job – There are instances when few customers woul
Worked as an Associate, Real Time Management in Convergys India Services Pvt Ltd. ( Work Force Management) from i.e 19-Apr 2018 to 03-Oct 2019.
Functional Skills:
• Knowledge of Various Factors affecting the Call Volume, AHT, Occupancy and Service Levels.
• Knowledge of Work Force Management Applications& IEX tools.
• Knowledge of AVAYA Designer Reports. Analyze ACD, AHT, and Occupancy Reports from AVAYA CMS.
• Monitor activity throughout site (agent status, calls in queue) and manages to trends and exceptions, logs exceptions and provides information to local management as needed and communicate to Senior Management as and when needed.
• Good Command over MS Excel, MS Word and MS PowerPoint.
Responsibilities:
• Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. Maintain a special emphasis on looking for possible downtime and telephony issues.
• Make adjustment to call allocations driven by the real-time trends.
• Conduct real-time monitoring of agents through the IEX real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues.
• Handle agents' pending time-off requests, schedule swaps, trades, etc. and the daily exception management of IEX.
• During low call volume, work with a senior member of the Command Center to offer voluntary time off, force agents to leave early, or allocate resources to alternative tasks.
• Communicate wi
Handling an Inbound semi-tech Voice– Citibank E-Services.
Develop strong Team spirit in the team to cohesively bond them together with the Company and integrate them with the vision and core values.
Embody the spirit of excellence through team building, able leadership and sound man-management skills.
Reporting to the Manager – Operations, responsible for achieving the team and contributing towards the site target.
Conducting up-trainings for the agents to make sure that they have the updated information.
Preparing and managing different reports to keep a check on the team’s / site’s performance.
Handling 2 Teams, comprising of 43 associates.
Coaching team members on their performance on a regular basis. Writing and delivering bi-annual performance appraisals.
Mentor Team Leaders – Guide new TLs onboard by observing and coaching. Responsible for their team’s performance and ensuring mentee TLs come up the learning curve at the earliest.
Participate in Daily Client Call, discussing Metrics That Matter for the previous day and Month To Date basis. Also, represent the LOB on various calibration calls with the client.
Support and Mentor Team Leaders and assist Operations Manager.
Imparting Training to the New Recruits in the process.
Effectively monitor team to pro-actively identify potential problems and ensures appropriate parties are engaged through to resolution.
Strengthen relationships within the supporting business units to h
Subject Matter Expert for AT&T client responsible for defining business requirements and recommending a technical approach to meet those needs. Also generates design specifications for software development, call handling techniques, which typically involves translating business requirements into Training Seminars, Post and pre training sessions for agents.
Development, testing, and implementation of the technical solution, and validates the final product satisfies the defined requirements. Reviewing technical documentation, such as user guides, training manuals, and system specifications, prior to distribution to end-users and agents, and ensures their subject area is accurately represented. Update the gained knowledge to the lower level colleagues and make sure the agents are up-to date on product knowledge
Handle escalations from Level 1 team and provide the necessary requirements and assist user is his/her issue, Empathize the user, Understanding the criticality of the issue and act accordingly.
Train new hire interns with Product knowledge.
Work on Knowledge Base and update on timely basis including updates, Solutions, Top call drivers,
Known issues.
Conduct team hurdle in absence of Team Leader and update agents with their scores for the day, review monthly scorecard and assist agent if lagging behind.
Conduct sessions with agents if agents are not following or need help with an updated process
Responsible with the technical-jargon, while age
Its a good company to work. Salary they offer is really good and supervisors are also good. Managers have a bit of politics with the team leaders or supervisors but if you are below sup level you don't have to worry about it. The pay and incentives are really good and Sup are real supportive. I worked in 3 different sections - sales, retention & billing and all the sups were great, even the managers are also great with any one below sup level. If you are hardworking you will easily gain promotion as well. For a starting level it's the best company to work with & you can easily take an incentive of 10,000-15,000 in a month. The sift says its for 10 hours but working is only for 8.15 hours at office and around 8.45 hours for work from home. The only downfall is that you need to be in the company for at least 12 months to get a promotion, even I stayed for 8 months, my work was so good that my team leader asked the operations manager to transfer me to audit, unfortunately, he told that even he can't do it as it's the policy of the company for the employee to stay for minimum 12 months in the company. Also, you can choose promotion to any department even if it's HR, WFM, Audit, Training till you clear the interview and at scores good for the last 6-9 months
ProsGood salary package, supportive team leader, 8.15 hours shift
I am a WFM / Training and Quality professional, with over 8 years of experience in training delivery, Quality & development and Workforce management. I forayed into Training and quality vertical after working with the operations team so as to learn and develop and to experience the different training needs, challenges and requirements that came with that kind of diversity because that is what I believe has help made me a holistic, innovative and out of the box thinker. To get more exposure and analytic approach I then moved workforce management which has added on to my skills professionally.
My expertise lies in the delivery of Presentation Skills, Team Building, Stress Management, Customer Service, Managing Teams, Mentoring, Time Management, Motivating & Positive Thinking, Coaching & Feedback Skills, Six sigma methodology for Root cause Analysis, and Conflict Management. In addition to training delivery, I am also adept in one on one coaching, performance management and employee engagement.
I love outdoor sports, Performing arts, watching movies, Music. I am passionately involved in performing arts and I regularly attend theater/ dance workshops which have been very useful in my quality and training arena.
Convergys is a good place to nurture talent and learn a lot along with light environment.
A typical day wok includes Managing Deliverables like CSAT, Quality, Cases Per Hour, SLA, Shrinkage, Production Hours, Conducting One-on-one sessions, Preparing roster, Appraisals and Incentive, Performance Review, Ops and Client reviews, All adhoc tasks like conducting training for employees and completing all the company surveys and sharing process updates.
I have learnt better people management and overall business structure
Management in the company is simply fantastic as everyone helps each other including me and is very much approachable in all matters
Concentrix drive fun at workplace culture, as there are so many activities going on almost everyday. We have a rock band here and with that lots of fun activities on floor to engage employees.
Shift timings of the job is a little hard to manage with personal life and you may never know, when your line of business/process or function may get changed according to the business requirements.
The best of the job is management is open to all feedback and suggestion and work on it almost instantly.
ProsRewards points for shoping and high payout on referral
ConsLong shift hours i.e. 10 hours or may be more some time, Lot of things are still needs to be streamlined
Key Result Areas: Change Management, Business Analysis
• Handling and coordinating multiple accounts for executing change requests within defined SLA
• Gather, analyze, document and manage the change requests from stakeholders and drive the change till delivery
• Provide effort estimate, prioritize the change requests for implementation and co-ordinate UAT until final release
• Maintain effective & regular communication with customers on the project progress & timelines
• Coordinating with design, test and product teams to obtain optimum solutions
• Streamlining various operational metrics & ensuring consistency and automation of data
• Synchronising and directing business requirement by conducting sessions with business users for reporting
• Documenting report specifications, ETL specifications & SQL scripting
• Managing reporting solutions and mapping requirements into SSRS reporting
• Investigating and implementing best practices in data analysis, presentation and management techniques
• Conducting multiple process improvement weekly meetings with operations team/clients for identifying the errors and ensuring process fixes
I joined Convergys for very short duration of 5 months. I won't describe a typical day, instead a typical night at work, since it was rotational shifts. Since most of the times I was allotted night shifts, it had different pleasure of working , since there are not more people to disturb, and I could concentrate in my work. It allowed me more concentration and more results . Management was very understanding and supporting , it gave the opportunity for each and every employee , to grow, to nurture the talent .
I use to organize most of the events, programs for the employees and it was fun doing that. There were ample of Rewards & Recognition program , happening all year round.
It was all about working in shifts , handover , takeover, after and before the shifts. It helped me a lot in listing down observation and taking notes.
Job was normally calm and laid back environment use to be there , apart from second week of every month, this week was suppose to be the billing and invoice processing week, where all allocation of the cost was suppose to done for each and every employee.
Convergys is a kind of company which keeps you on your toes, for me the typical day at work was Graduation day of the new hires and I had to negotiate with management to let everyone hit the floor by showing their "Transitions Targets".
However with the passage of time I got accustomed to the working environment of the company and I started tacking the pressure so calmly, understood time management and emotional intelligence and I was known as committed person, moreover I reinforce my skills on Excel, Six Sigma projects, training deliveries etc.
Management was very supportive and strict towards Company policies on which I also see eye to eye with them.
The work place culture was highly competitive and everyone used to be cascaded their numbers hourly. The one who proactively participate in all the team activities is for sure a future Leader in Convergys.
During rain or festival meeting the assigned targets with less staffing and making sure of less attrition rate.
There were many enjoyable part of the job but the most enjoyable was to be awarded for your performance in R&R.
The "interview" was supposed to take 30 minutes minimum. The entire thing lasted 14 minutes. A couple mundane questions and a job offer. The recruiter said they were not at liberty to tell me the company I would be doing the job for. I received a few emails directing me to their website to fill out different forms electronically, read through some documents etc. Received an email from a company that I had to travel to in order to complete a i9 form. Another email from the recruiter saying I would be receiving more info via email regarding training, from my trainer.
The evening before I was to start training, I received an email giving me a link of a zoom room to log into to start training. Once you show up, you are welcomed and sent to different rooms for orientation, this that and the other. Very confusing. This is all done on your personal PC. They send you a work computer to arrive the following day, then you spend the next day getting it set up, all the links and apps you need to work. Setting up user names and passwords. The third day, you go to their "concentrix university" and start taking self paced introductory courses. All slides and sound clips. Very easy.
Now to the actual training. Trainer was nice and professional but they do not train you in what you will actually be doing very well. That is all glossed over here and there. It's mostly slide shows, a few videos here and there and it's mostly about the company you are contracted to work for. Fast forward a
ProsPros? Days off away from this is the only pro I can think of.
ConsRead my post, that should say it all.
2.0
Customer Service Representative | Fredericton, NB | 7 May 2014
Feels like being in high school again.
I worked for Minacs for about 6 months before finding a profession in my field. During these six months , I can not say that I was overly impressed with any part of Minacs.
To start off , they are constantly hiring (2-3 classes of 20 or so people per month at my centre alone) because they can not keep the customer representative they have. After discussing this issue with management , I found out that in a months time it is possible to lose around 40 employees (A good example is that from the training class after mine , they hired 18, there are 4 left and all of them have put in their two weeks notice). When I was hired , they didn't have the space to accommodate a new training class as there were already 2 in effect so we were put in a dark corner in the back of the centre where we didn't have any hands on training until the class before us "graduated". We did not have a formal trainer so they had two reps from the sales team teach us (I am in no way complaining about the trainers I had at the start as they were wonderful but still did not have the appropriate training to be a Minacs trainer). Halfway through , they decide to switch trainers to a formal one so in the span of six weeks , I was trained by three different employees.
For bilingual people ; if you are expecting to have your regular bilingual wage as soon as you start working for Minacs , think again ! You are not allowed to have your premium until you hit the floor (six weeks after you are hired) even though
ProsGreat Team Leads, incentives, tons of hours
ConsExtreme difficulty at being an organized company
The work environment is a mixed bag to put it simply. There are some pros and cons this will get a little long.
One thing to note is, while you technically work for Concentrix, you really end up representing their client as you do with all call center jobs.
The customer side of things:
Before covid, most of the customers were the mix of 80% good and 20 % bad, a lot of entitlement and people going on about how much money they have BUT you do get the sweet people who just need a little help, a how-to or are more than ready to go along with the steps/plan you provide. Any annoying customers can easily slip your mind with how busy it does get and a few laughs with your co-workers to vent and helps relieve some of the tension. (and oh boy will you hear some stories.)
However with covid, the amount of entitled, rude and nasty. You'll be blamed for everything and anything the customer can think of over policies you do not control. A thick skin is practically required.
The job side of things:
Very fast-paced, you only have about 7 seconds between calls with little rest between them. You are clocked on all bathroom (bio) breaks and will be watched carefully if you're in certain AUX states for too long. You are expected to write highly detailed legible notes without your allotted time of 5 minutes max going over. If you do go over, it is noted and you will be coached on how to improve. You are staring at a screen all day so it can hurt the eyes after a while.
Customers will to
Your mental Health is a battery, your thrown out once its spent.
Let this set the tone, Toilets were always closed for cleaning but were never clean. The Work Culture is everyone hates working here and we are not paid anywhere near enough. A normal day at Concentix went like this... On a Good day. You would get to the overflow car park around the back of the second building, walk five minuets and finally get in. Now bear in mind the car park on a busy day is at about 50-60% capacity at any one time however there was a 2 Year waiting list which to be honest is just a blanket statement. Now you get upstairs into your department, fantastic. you dont have a seat! its hotdesking. So you have to find a computer and mark it by putting your coat and belongings on the desk. You turn your computer on ready. plug in a headset and go for breakfast which is actually really good. So you get back to your desk to find your headset has been stolen and sometimes even your computer as you'll often find your coat on a desk at the end of the row. This will be your fault too in the managements eyes.
Now lets start work which you've had at best a crash course in training for. Not exaggerating here, The customer always knows more about the product and how it works then you. Even when you are tenured. Im not even joking. Your basically there to nodd and agree and if you dont know how to fix an issue you can talk to a condescending floor support who will talk down at you, make you feel worse and tell you to look for a knowledge article that doesn't exist. fail
3.0
Senior Customer Service Representative | Tucson, AZ
