Convergys Baguio is in Need of Team Leader and Customer Service Specialists

I was bloghopping earlier when I accidentally saw that Convergys Baguio, located at Camp John Hay, is  in need of a Team Leader and Customer Support Specialists. Currently, it's site is under construction, almost done based on what I see every time I pass by the place, but I recently learned that it will operate this coming May . But anyway, just in case you are interested in the position, here are some of the key responsibilities that a Team Leader is required to perform:

• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
• Monitor and take action on TKS, personnel and payroll issues.
• Conduct performance appraisals annually.
• Review Convergys compliance documents as required.
• Responsible for staffing and hiring.
• Maintain current employee records on direct reports.
• Review CMS statistics on a daily basis and provide constructive feedback.
• Provide Subject Matter Expertise.
• Ensure training needs of subordinates are met.
• Modify Operations as needed to meet service level agreements under supervision of Operations Manager.
• Successfully complete all client related training.
• Resolve escalated customer issues.
• Hold team meetings on a regular basis with direct reports.
• Communicate all process and client changes to direct reports within specific timeliness
• Promote the use of all center communication tools.
• Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.

And here are the qualifications:

• Bachelor's degree in any course
• Not less than 4 years work experience, and at least 2 years in the same capacity;
• Open to work in shifting schedule and be based in Baguio City
• 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 innovation and good judgement / 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.
• Ability to coach, develops action plans, which maximize performance and provide effective feedback.
• Proven ability to analyze and improve work processes and policies
• Excellent customer service / support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills.
• Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel.

Aside from Team Leader, Convergys is also in need of Customer Service Specialists the following qualifications:

• At least completed 2 years of college
• Excellent communication skills in English
• Basic computer operations knowledge
• An ability to handle irate customer situations effectively and empathize with customer with a courteous voice tone
• An ability to deliver information at customer's knowledge level in an understandable manner
• An ability to apply a logical problem solving approach to resolving customer problems and inquiries
• Strong interpersonal skills and ability to think independently and follow through effectively
• Dependability, keen on details and has strong customer service orientation

Applicants should be Filipino citizens or hold relevant residence status.Applicants must be willing to work in BAGUIO CITY. Applicants must be willing to start in May 2011. For details about Convergys, kindly visit it's website.