- Inbound Customer Care Representative for Convergys largest client with respect to their consumer, business and government clients- Primary duties involve the retention of existing customers and the development of new sales- Setup new accounts and management of existing accounts by working directly with the customer to analyze their needs then derive the optimal plan- Resolving customer concerns and developing customer troubleshooting solutions

- Primary duties involve sampling and evaluating end-user transactions for accuracy and conformance to Convergys standards.- Report results of evaluations to appropriate Team Leaders on a weekly basis.- Achieve departmental productivity requirements (e.g. number of calls monitored per month on schedule, number of calibrations per month on schedule)- Facilitate remote monitoring sessions with Quality Leadership staff, Convergys personnel and clients across Convergys Canadian… Show more - Primary duties involve sampling and evaluating end-user transactions for accuracy and conformance to Convergys standards.- Report results of evaluations to appropriate Team Leaders on a weekly basis.- Achieve departmental productivity requirements (e.g. number of calls monitored per month on schedule, number of calibrations per month on schedule)- Facilitate remote monitoring sessions with Quality Leadership staff, Convergys personnel and clients across Convergys Canadian sites. Show less

- Responsible for the health and wellness of all staff in the Downtown and Millwood’s sites in Edmonton.- Responsible for tracking financial statements in a financial tracker for both sites.- Responsible for making payment on invoices on behalf of the facilities department in both sites.- Responsible for arranging “Request for proposal” packages which are sent to different companies for them to place a bid for our site needs.- Responsible for all Fed Ex outgoing packages within… Show more - Responsible for the health and wellness of all staff in the Downtown and Millwood’s sites in Edmonton.- Responsible for tracking financial statements in a financial tracker for both sites.- Responsible for making payment on invoices on behalf of the facilities department in both sites.- Responsible for arranging “Request for proposal” packages which are sent to different companies for them to place a bid for our site needs.- Responsible for all Fed Ex outgoing packages within both sites- Weekly meetings with janitorial staff to ensure both sites are well maintained and that the facilities are up to standards set forth by Convergys- Responsible for filing and tracking all invoices, contracts, proposals sent out or received by facilities department. - Tracking all service requests set by team leaders and operations managers and updating and completing requests in a timely matter.- Calling and setting up appointments if any repairs need to be done in both sites. Show less

- Responsible for the attendance and wellness of over 600 Customer Care Representatives- Preparing Corrective Action Plans for serious attendance issues which are given to the Operations Manager - Preparing Attendance Management Letters for minor attendance infractions which are given to the Team Leaders for review with representatives- Responsible for ensuring Convergys is in compliance with all Canadian Labour Legislation- Responsible for the education of representative with… Show more - Responsible for the attendance and wellness of over 600 Customer Care Representatives- Preparing Corrective Action Plans for serious attendance issues which are given to the Operations Manager - Preparing Attendance Management Letters for minor attendance infractions which are given to the Team Leaders for review with representatives- Responsible for ensuring Convergys is in compliance with all Canadian Labour Legislation- Responsible for the education of representative with respect to their benefits and rights while dealing with cases of short term disability, leave of absence and workers compensation- Ensure the contractual obligations set by the client regarding the training of our agents is met- Develop strategies to lower and maintain absenteeism at a specified level- Analyze daily, weekly and monthly data to produce a large variety of reports and spreadsheets for management to review Show less

- Updating Personal accountability report and sending it out to the team leaders on a daily basis.- Updating the production minute tracker on a daily and updating the operations manager file on a weekly basis.- Scheduling modification training on a weekly basis and informing the agents on a daily basis- Entering digital solutions for modification training - Updating modification training classes to get maximum attendance - Updating the Bottom 25 report on a weekly basis-… Show more - Updating Personal accountability report and sending it out to the team leaders on a daily basis.- Updating the production minute tracker on a daily and updating the operations manager file on a weekly basis.- Scheduling modification training on a weekly basis and informing the agents on a daily basis- Entering digital solutions for modification training - Updating modification training classes to get maximum attendance - Updating the Bottom 25 report on a weekly basis- Updating the No Call No Show report and emailing the team leaders on a daily basis- Updating the Personal accountability report pivot table on a daily basis.- Responsible for entering employee’s payroll using Time Keeping System- Responsible for verifying discrepancies between time sheet entries and phone log entries. If discrepancies occur it is logged in the employee’s personal file and then reported to the Operations Manager for further review- Preparing developmental action plans for employee’s improvement of quality and customer service standards- Provide Customer Care Representatives with their weekly and monthly quality scores for personal review- Enter Team Leader monitoring sessions in the computer database to generate monthly quality reports Show less

- Work directly with senior management to develop and implement strategies used to ensure that all contractual quality targets set by the client are met - Responsible for the quality of over 600 Customer Care Representatives by conducting weekly meetings with the Team Leaders to emphasize proper company policy and quality standards- Required to develop tactics to deal with unexpected issues surrounding quality targets and the clients changing needs.

- Prepare and direct preparation of correspondence, reports, maintenance, operations, and safety manuals.- Issue shipping instructions and provide routing information to ensure that the delivery times and locations are coordinated.- Confer with department heads to coordinate warehouse activities. Such as production, sales records, control or purchasing.- Inspect physical conditions of warehouse, equipment, maintenance, repairs or replacements.- Track and trace goods while they… Show more - Prepare and direct preparation of correspondence, reports, maintenance, operations, and safety manuals.- Issue shipping instructions and provide routing information to ensure that the delivery times and locations are coordinated.- Confer with department heads to coordinate warehouse activities. Such as production, sales records, control or purchasing.- Inspect physical conditions of warehouse, equipment, maintenance, repairs or replacements.- Track and trace goods while they are en-route to their destination expediting orders when necessary.- Negotiate with carriers for services and preferential rates.- Examine products or materials to estimate quantities or weight, and type of container required for storage.- Receive and count stock items and record data manually or using computer.- Pack and unpack items to be stocked on shelves in stock rooms or warehouse.- Store items in an orderly and accessible manner in warehouse, supply room or other areas.- Clean and maintain supplies, tools, equipment, and storage areas in order to ensure compliance with safety regulations.- Determine proper storage methods.- Keep records on the use and damage of stock.- Examine and inspect stock items for wear or defects, reporting any damage to supervisors.- Dispose of damaged or defect items.- Compile, review, maintain data from purchase orders, requisitions and other documents in order to assess supply needs. Show less

- Greet incoming guests and escort them to their rooms.- Supply guests and travelers with directions, travel information, and other information such as available services, and points of interest.- Deliver messages and room service orders, and run errands for guests.- Act as part of the security team at transportation terminals, and hotels. Selected as part of the security team during Prince Andrew Duke of York's stay at The Westin. - Inspect guests rooms to ensure that they are… Show more - Greet incoming guests and escort them to their rooms.- Supply guests and travelers with directions, travel information, and other information such as available services, and points of interest.- Deliver messages and room service orders, and run errands for guests.- Act as part of the security team at transportation terminals, and hotels. Selected as part of the security team during Prince Andrew Duke of York's stay at The Westin. - Inspect guests rooms to ensure that they are adequately stocked, orderly and comfortable.- Arrange for shipments of baggage, express mail, and parcels by providing weighing and billing services.- Compute and complete charge slips for services rendered and maintain records.- Transfer luggage, trunks and packages to and from rooms, loading areas, vehicles or transportation terminals, by hand or using baggage carts. Show less