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November 14 2018     EnglishEnglish    SpanishSpanish

    Job details

Job Offer: Team Leaders - ETON Centris, QC:CONVERGYS PHILIPPINES INC.

Job description:


Candidate Profile:
• "Modeling the Way" by setting positive examples of behavior and attitude for program and site level activities.
• Proven time management skills
• Excellent customer service and support skills Able to work well under pressure and follow through on items to completion
• Exhibit professional demeanor Strong written and oral communication skills, including presentation skills
• Able to work a flexible schedule Multi-year practice with providing and receiving coaching and feedback
• Able to multi-task
• Strong planning, organizing, analytical and problem-solving skills
• Able to encourage, motivate and provide recognition
• Demonstrated relationship management skills
• Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word and Excel

Education & Professional Certifications:
• Bachelor's degree in related field from a four-year college or university with zero to three years related practice; or
• Equivalent combination of education and practice
Dimension & Scope:

• The Team Leader function is the second managery level position in the Team Leader career path.
• This position is responsible for supporting; coaching; developing and supervising a group of employees in a Service Center/Operations environment (75%).
• Individuals are committed to continuing personal and professional development through mentorship; on-line courses and on the job training (15%) while maintaining phone skills (10%).
• The Team Leader will be effectively using various tools; running reports; demonstrating leadership abilities through acknowledging the fair and consistent application of policies while exhibiting proficient coaching and managery skills.
Principal tasks and Job responsibilities:
• Effectively interact with team members who have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members.
• Coach team members on their performance on a regular basis, and write and deliver bi-annual performance appraisal.
• Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement.
• Consistently monitor team to proactively identify potential problems and ensure appropriate parties are engaged through to resolution.
• Maintain relationships within the supporting business units to help resolve issues related to team members, e.g., Human Resources, WFM, Quality, etc.
• Through coaching, ensure Agent metrics are achieved, i.e., PTV, Schedule Adherence, Attendance.
• Actively take end-to-end ownership of employee issues that require liaison with others.
• Consistently use and promote Company recognition programs and develop and promote performance incentives.
• Meet or exceed all deadlines for reporting.
• Be proficient at analyzing trends and creating action plans that determine a solution.
• Demonstrate teamwork by supporting and assisting other Team Leaders.
• Demonstrate the Convergys culture through both behavior and attitude.
• Effectively use business standard oral and written communication skills on a everyday basis.
• Using strong communication skills, participate in recruiting efforts, attend calibration sessions, participate in conference calls, etc.
• Act as a change agent and demonstrates flexibility by working varying shifts and providing leadership abilities during unanticipated events.
• supervise transportation issues where present.
• Take on additional tasks on project or site committees while maintaining everyday tasks
• Maintain phone skills while applying expertise to day-to-day project practices.
• 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 conformity with the organization’s policies and applicable legal requirements.
Environment, Physical & Other Requirements:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, tasks and skills required of personnel so classified.


Average Processing Time

2 Days Fast


Call Center/IT-Enabled Services/BPO

Facebook Fan Page

Company Size

More than 5000 Employees

Working Hours

Night shift and Day shift

Dress Code

Smart casual


Medical, Miscellaneous allowance, Education support, Dental, Parking

Spoken Language



Convergys is now part of Concentrix. In a world full of average, we stand out. We believe practice is everything. Period.

To achieve outstanding results, we’re disrupting the market by being absolutely obsessed with making our clients’ businesses better. We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking skills and exceptional customer practice centers. Our clients notice the difference too… in increased customer loyalty, improved business performance and differentiation in their markets.

As a diverse, global organization, we have unconventionally fresh ideas and deliver extraordinary customer practices for more than 450 of the world’s best brands. Concentrix. A passionate company powered by passionate people.

We started our vision in 2004 with a smaller business through strategic acquisition and strong organic growth; our heritage dates back to 1973.

Our deep strength and skills has continued to evolve through the years.

Today we offer domain skills attuned to changing market dynamics, engagement capabilities in line with growing customer expectations and high-value business solutions for the digital age.

We will be the greatest customer engagement services company in the world, rich in diversity and talent. We will get there by embracing our culture.


We are a company like no other. We are fanatical about our staff and are constantly helping them grow and achieve their career goals. We are a global workplace that offers YOU infinite possibilities!
    Be part of the Largest Private Employer in the Philippines
    Work with the best and brightest business minds in the industry
    Find fulfillment in your work as you see the merits of your efforts directly impacting the business every day
    Educational assistance program
    ICT-BPO Hall of Fame Awardee
    Fortune Most Admired company for 9 consecutive years
    2010 BPO Company of the Year
    PEZA Hall of Fame awardee
    Half of the top 50 Fortune 500 companies are Convergys' clients


Job Category: Other [ View All Other Jobs ]
Language requirements:
Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Quezon City (National Capital Reg) - Eton Centris Other
Address: Quezon City (National Capital Reg) - Eton Centris
Company Type Employer
Post Date: 10/18/2018 / Viewed 23 times
Contact Information

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