It is a fun workplace, but I would like changes and move up.
I have worked at Convergys for 19years and been in many positions. Right now I am the lead coach, which consists of: tracking attendance, training, quality, coaching the coaches to help them with the transition agents, trends tracker, run 3 debriefs a day based on the trends or questions the new agents have, make sure the TL's meet their agents, get the agents ready for production while they are in transition.
I have learned how to be patient, show empathy and team work. Team work is something I focus on to getting every one involved to be in a happy mood for the day to help us have good customer service and to help each other out.
All employees should help one another to help improve customer service skills and build the company. If we want to be happy, get bigger, make more money, then we need to help each other out and have good team work.
The hardest part of the day is when a technical issue is happening to our customers but no alerts or information has been sent out to tell our agents to be aware of the issue and which causes our agents to guess and give out incorrect information. But, I usually can get that fixed because of the confidence that people have in me, due to how long I have worked for Convergys and how I can back myself up with the resources I use.
The most enjoyable part of my job is meeting new people with every class we get. I am a social person and love to help people. I may seem nervous in the begining, but that changes quickly.