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company overview

At Convergys, we're a global leader in relationship management. We deliver a broad range of customer and HR solutions, backed by technology, business analytics and consulting services that help create valuable relationships between our clients, their customers and their employees.

Convergys is uniquely and exclusively focused on helping our clients make smarter decisions about enhancing their relationships with customers and employees to improve business performance. We help our clients recruit, service and retain customers and employees using innovative technologies that increase efficiencies, satisfaction, loyalty and workforce effectiveness – while decreasing costs. This approach has made us a global leader for 25 years.

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job description

Dimension & Scope:

Responsible for improving sales and quality performance of individual Sales and Service Representatives by monitoring their calls and coaching them individually and in groups on ways to improve their sales performance.

Principal Duties and Responsibilities:

  1. Improve sales and quality performance through coaching of individual Sales and Service Representatives.
  2. Identify sales and quality areas of opportunity for individuals and call center.
  3. Develop plans to take advantage of new and existing areas of opportunity (e.g. sales, products, and services).
  4. Develop and present performance improvement materials directed at specific products and/or specific sales or quality skills.
  5. Analyze and document consultant interaction and track effectiveness.
  6. Work with Team Leader as appropriate.
  7. Report on areas of opportunity identified in scripts and systemsDocument interaction with Sales and Service Representatives.
  8. Track effectiveness of coaching through performance improvement.
  9. Report and recommend based on observations of scripting, call flow or systems opportunities. Other duties as directed
 


job Requirements

  1. Complete understanding of effective sales skills and the demonstrated ability to use them.
  2. Demonstrated excellence in quality.
  3. Demonstrated outstanding interpersonal skills.
  4. Excellent oral and written communication skillsPositive, friendly personality.
  5. 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.
  6. Ability to demonstrate innovation and good judgement / problem solving skills when making decisions.
  7. Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
  8. Ability to coach and develop action plans which maximize performance and provide effective feedback.
  9. Detail and sales oriented.
  10. Strong support skills and ability to work well under pressure.
  11. FLEXIBLE SCHEDULE - Able to work, nights, weekends and holidays.
 

 

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