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
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
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
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.
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.
1.0
Technical Support Engineer (m/w/d) | Home Office | 3 Mar 2022
Reinste absichtliche Täuschung
Im Bewerbungsgespräch heiß es Teilzeit möglich aber Schulung muss Vollzeit sein nach der Schulung will dann niemand etwas davon wissen und es ist nur Vollzeit möglich.
Es wird erwartet zusätzlich zu den 8 Stunden täglich auch noch länger zu machen, wenn die "Line" es erfordert, wenn um 20 Uhr Feierabend ist am Sonntag dann gefälligst auch bis 20:00 an der Line bleiben und wenn dir dann noch ein Kunde reinkommt um 20:00 und der Hilfe braucht dann gefälligst auch mit dem reden bis das Problem gelöst ist.
(Lösungen können varieren von 5 Minuten ~ das ist auch die Erwartung vom Unternehmen alles UNTER 5 Minuten ist nämlich nicht Kundenfreundlich genug ~ bis hin zu 60 Minuten oder mehrtägigen Support.
Nachdem man dort eine Weile tätig ist und den ganzen Papierkram unterschrieben hat und schon Wochen dort arbeitet wollen die denn auf einmal Unterschriften auf einer Freigabe, dass die ALLES lesen können was du am Rechner machst (ok ist ein Firmenrechner verständlich) und Kontrolle über sämtliche Programme haben (das INKLUDIERT die Webcam im HOMEOFFICE) davon war bei Bewerbung nie die Rede und in der Schulung auch nicht. Es ging auch darum das die sich JEDERZEIT wenn DIE arbeiten drauf schalten können. Das heißt im ungünstigsten Fall bist du in deiner Mittagspause Duschen und der die Leute da wollten gerade gucken was du bis jetzt gemacht hast und neugierig wie Menschen sind Bumm Webcam an.
Wieder ein paar Mitarbeiter verloren, da diese nicht beobachtet werden sollten.
VERSPRECHEN:
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
Senior Customer Service Representative | Tucson, AZ | 31 May 2016
My time at Convergys
I worked as a Pharmacy Technician with this company and my experience with some of the agents was not so pleasant. It was like I was entering back into high school all over again, The mentality of some of the agents there are very immature. I have addressed these situations to Team Leads, but the problems still persisted. It is so sad what the Team Leaders have to deal with sometimes there when it comes to unruly agents. Most of my team leads were nice, except for one Team Leader who was not at all understanding and did not have the soft skills to be a Team Leader. I did try my best to be the better person, but there were times when I just wanted to change over to a new supervisor, but I stuck it out silently until I was switched to the nicest Team Leader ever. The culture here is like a three ring circus, there is no structure here The training for the Pharmacy Tech class is ONE WEEK, and they expect you to know all of the SOP's and the Job Aids right away, or else you get docked on your quality scores. Not the Trainer or Team Leaders fault, it is the Company who is contacted with Convergys fault, they are the ones who are pressuring them to pressure the agents to meet all of these goals in such a short amount of time. After the second week on the job you are put on the phones. You have Assistant Coaches to the Team Leaders and Trainers, who are there to answer all of your questions, when you are stuck on a call, and you do not know how to assist the patient. Also you have
ProsSchedule was great, most of the Team Leads were patient and understanding, I liked assisting patients, doctors, and nurses with prescriptions, opportunities for advancement.
ConsWork culture, some of the company's policies did not agree with, unrealistic AHT and ATT goals
2.0
Customer Service Representative | Derry | 20 Jul 2021
Mixed emotions
Basically you’re a number. I have crippling depression because of this job. You go over your break by 2 mins? Work it back after your shift ends. Heaven forbid you need the toilet you only get 10 mins or if you get a bad call only 10 mins to calm down. If you can sell ice to the Alaskans this is the perfect job because sales is all they will ever care about and your stats. I did get dismissed for not making sales absolutely no regard for anything else or any other aspect taken into consideration. If you have good wifi this is a plus because the systems are absolutely shocking. God help you if you forget any logins takes forever to get back in. Need a day off for an event/ special occasion or the fact that YOU ARE ALLOWED. Very slight chance of getting it because they don’t have the hours but will offer it on the day you want it and that could be at any point during your shift because they’ve got too many agents on the line. Some of the managers are absolutely amazing will go above and beyond others will bark and tell you what you did wrong which isn’t bad but the delivery is poor. The managers and agents really feel the heat from the higher ups and the client itself so clearly the issue lies with the real people who are in charge but then they take all the credit when “awards” are given out at the end of the year thanking everyone when it’s them who are the problem from barking at managers who then bark at agents. Communication and consideration is disregarded and poor. The
When you start working for Netflix, You go through a week in a classroom for training. They give you a lot of useful information, they also leave out a LOT of important information. While in training, The trainers tell you how easy it is to move up in the company, and how fun it is to work there. Well that WAS the case, about a year ago.
Once your in, and you've got the job. you are 1 of approx. 300 employees who works in this 24 hour call center (not all 300 at once, usually there's about 50-100 reps. working at a time). When you start your shift, you have to track down a desk that not only works, but that isn't filled with dust, crumbs, and sticky stuff all over the desk and keyboard, because the rep. who sat there for their shift previously left a disgusting mess. You have to supply your own wipes/cleaning supplies to clean up after the previous rep. and half of the time once you get all settled in at a desk, you find either the computer doesn't work, or the phone doesn't work. This is fun, considering you HAVE to be logged into a phone right when your shift starts, otherwise you get disciplined, even if it isn't your fault.
So after you find a desk and phone that works, you have to log into the computer and phone, and start taking calls. You can take anywhere between 30-100 calls per 8 hour shift depending on the call volume for the time of day. You assist customers with any questions they may have about Netflix, billing, and you also help customers troubleshoot techn
Concentrix is a great place to work if you don't mind the schedule changes a call center provides. The work at home environment is great! Concentrix trains you and gives you access to different tools, and promotes from within, so any management you run into has been in your shoes as an advisor. That being said, of course, there are great and there are "just okay" managers. The great managers are able to give help when needed, the just okay managers are not accessible and do not communicate well. Concentrix gives everyone the opportunity to move up, and encourages growth in the company. It actually helps the company for the advisors to move up, so they can keep hiring people, I think.
Anything having to do with contacting/communicating with HR seems to be slow moving, both for Canada employees and US employees. I can't speak for every client group within Concentrix, but this is for the particular contract I worked on.
I LOVE being virtual, but I do miss the social interaction of having an in-person job. Depending on the client/contract, Concentrix either provides you with the equipment/tools you need, or they will find a place for you to go if you find your equipment does not suit the needs of the position. Basically, once you get hired, they want to do what they can to keep you.
It is a well-oiled machine in most cases.
The hours for my contract were not doable for me in that it is usually right in the middle of the day. Scheduling works by bid. You are provided a list of pos
ProsPTO, Training, Remote, Security
ConsScheduling, management not always responsive
2.0
Customer Service Representative | Boston, MA | 17 May 2017
Work from home convergys
I applied to Convergys work from home online. My interview was 2 parts and was over the phone in the same day that they initially called me for the first. You will train together with a group of around 40 people in an online room assuming you meet the home office requirements. The training period (long time) was actually the nicest part of my experience working for this company. The initial staff that you meet is very friendly and more than helpful. I definitely was excited about working from home for this company. Eventually the training started to come to an end and the content they were teaching us got harder. It almost seemed like they had spent almost all of the long training repeating all the easy things and were now trying to cram the more difficult stuff in and shove us into production. If you couldn't keep up you were done. By the end of training there was only 9 or 10 of us left. Now my particular group was all assigned to work for Convergys as Comcast employees. Let me just say Comcast is as bad as the rumors say. Where I’m from nobody has that service so I really didn't know what I was getting into. Just before it was time to start production we started practicing by taking real calls. Your managers will say that contrary to what most people think, customers are not usually upset when they call. That is a bold faced lie. 4 out of 5 calls are from angry customers. Once you’re out of training you spend your days taking calls back to back. There is rarely a moment be
ProsPay is good
ConsTime is micromanaged Coworkers are under great stress Mandatory overtime
Questions And Answers about Concentrix
What should you wear to an interview at Concentrix?
Asked 26 Feb 2017
Formal wear
Answered 21 Aug 2021
Formals, business casual
Answered 15 Apr 2021
Why did you leave your job at Convergys?
Asked 16 Mar 2017
This is small company $ sift to gujrat
Answered 29 May 2019
For better carrier opportunity and process is winding up
Answered 25 Mar 2019
How does someone get hired at Concentrix? What are the steps along the way?
Asked 28 Feb 2017
Just directly visit their website. Or else there are plenty of consultant you would find via naukri or indeed.
Answered 27 Dec 2021
Any one who are qualified can approach to CNX through interviews notified in social media
Answered 28 Sept 2021
What would you suggest Concentrix management do to prevent others from leaving?
Asked 16 Mar 2017
Nothing
Just be as you are...
Answered 27 Dec 2021
Please try to maintain a human relationships with your employees
Answered 21 Aug 2021
How should you prepare for an interview at Concentrix?
Asked 26 Feb 2017
Be confident and answer smart.
Answered 14 May 2021
Casual general manager round and profile explain. Basic information knowledge on the subject
