SUPERVISORY

Provides Thought Leadership - Consistently adds real value, providing innovative ideas, leading to improvement initiatives and best in class service and efficiency for the
customer.

Unskilled Developing Proficient Highly Skilled Role Model

Treats success derived from implementing best practices as Routes articles regarding technical, professional and industry Networks with others inside and outside the company to
a secret to be kept versus a tip to be shared. knowledge to others. identify new trends and best practices.

Hoards knowledge and information as a way to gather more
power or influence.
Expresses frustration with people who express contrary
views.
Shows indifference towards planning against goals and
working the plan.
Displays a limited perspective of the Convergys mission,
goals, strategies, strengths and weaknesses within the
scope of their supervisory responsibilities.
Discusses differences and looks for common ground. Initiates and champions innovation and process
improvement when needed.
Demonstrates the ability to see beyond the obvious and think
outside of defined norms. Evaluates project’s strategy and goals against industry
trends based upon knowledge from own role.
Uses continuous improvement and quality tools when
creating or documenting processes.
Accesses internal and external resources that
provide information on industry and market
trends.

Achieves Extraordinary Results - Consistently delivers results that directly impact business success.

Unskilled Developing Proficient Highly Skilled Role Model

Treats the action of seeking different opinions, perspectives
and approaches as a waste of time.
Over-promises and under-delivers on commitments and
results, causing credibility to suffer.
Impedes progress towards goals by unnecessarily
prolonged decision making.
Establishes unrealistic project completion dates.
Consumed by individual plans at the expense of managing
the overall strategy.
Provides team with focus and necessary resources to achieve
goals.
Sets and achieves goals consistently to provide highest
quality product/services which meet needs and requirements
of customers.
Keeps self and others focused on key performance
deliverables.
Identifies genuine priorities and communicates an appropriate
sense of urgency about goals, tasks, and projects.
Demonstrates understanding of how the efforts of their team
contribute to the success of the organization.
Creates value for customer and exceeds expectations by
knowing customer business and key drivers and delivering
services and products to Service Level Agreements.
Shows determination to achieve important goals.
Persists despite obstacles and opposition.
Seeks further resources on a proactive basis; does not wait
until resources are depleted.
Makes fulfilling customer needs and meeting deliverables
the highest priority.
Coaches for Improved Performance - Provides helpful, specific feedback for employee development and improved performance in a timely manner.
Unskilled Developing
Fails to help team members turn mistakes into opportunities
to learn and improve performance.
Shows impatience when coaching team members.
Avoids confronting team member’s poor performance and
hesitates to begin constructive action.
Gives vague feedback to team members and does not offer
specific ideas on how to improve performance.
Discusses the outstanding accomplishment of team
members with manager or others on an infrequent basis, if
ever.
Drives Change - Proactively identifies change/improvements that will add value and helps employees understand what they will need to do differently as a result of changes.
Unskilled Developing
Does not communicate changes on a timely basis or to all
parties affected.
Resists change and is obstinate when a different approach
is suggested.
Pressures team to deal only with the task at hand and stifles
reactions to change.
Overlooks dealing with people's reactions and feelings
during and after tough issues are discussed.
Seeks to convince others rather than seeking to understand
the other's point of view.
Proficient
Acknowledges and recognizes people for their contribution.
Recognizes and reinforces people's developmental efforts
and improvements.
Schedules coaching time with their employees just as they
would any other fundamental business activity.
Supports an inclusive work environment, where each
employee has the opportunity to contribute and achieve.
Assesses strengths and development needs of employees in
an accurate manner.
Proficient
Looks for better ways of doing things.
Keeps alert to new practices and technologies.
Seeks challenging and critical thinking and diverse opinions
from others.
Communicates changes in a way that makes the changes
sound feasible.
Communicates pending changes, rationale, for change, and
needed participation from team.
Highly Skilled Role Model
Provides helpful, behaviorally specific feedback for
employee development and improved performance in a
timely manner.
Meets with team members immediately after they complete
a training program to review what was learned and how
lessons are to be applied to the work setting.
Recognizes and rewards people who achieve an
outstanding result immediately.
Determines and measures personal accountability for
accomplishing work goals as well as own goals.
Customizes what forms of recognition or rewards are most
meaningful to each team member.
Uses variety of non-monetary rewards that are unique and
motivates each team member.
Highly Skilled Role Model
Communicates innovative approaches and ideas that create
operational efficiencies.
Initiates and champions process reform when needed.
Communicates with other teams or groups involved in
implementation of the change.
Gives guidance to team members as they work through the
process of transition.
Initiates and/or proposes solutions proactively.
Leadership Presence - Influential and confident without being arrogant, and skilled at communicating at all levels.
Unskilled Developing
Hoards knowledge and information as a way to gather
more power or influence.
Unable to sound convincing or persuasive when challenged
to defend rationale for decisions.
Tends to hire, promote and surround themselves with
people who only share their background and experience.
Uses clichés and words with vague meanings rather than
more precise words.
Seeks to win by intimidating others rather than seeking
cooperative solutions to issues.
Builds and Leverages External Relationships - Leverages relationships with internal/external customers to attain business goals, focused on meeting the customer's
objectives.
Unskilled Developing
Fails to develop relationships throughout the organization
and experiences difficulty in achieving goals as a result.
Gets caught off guard by marketplace changes due to the
lack of network contacts and information.
Relies upon limited or select sources of information.
Fails to enlist the assistance of key organizations.
Works alone at times when working with others would build
stronger relationships and produce better results.
Proficient
Admits mistakes and seeks opportunities to strengthen self-
insight by inviting feedback from others; is authentic.
Gives priority to activities where others achievements are
praised and highlighted.
Practices “management by walking around” to ask employees
for both negative and positive comments.
Demonstrates and models the performance standards
expected from others.
Engages in effective, concise two-way personal
communication.
Proficient
Collaborates with other business units to seek alignment.
Cultivates a broad network of relationships to exchange ideas
and rally support.
Builds constituencies and consensus.
Takes advantage of available internal resources to maximize
operational performance.
Gathers information from multiple sources (external and
internal).
Highly Skilled Role Model
Gains trust and respect from others by consistently
delivering results on commitments and acts with integrity.
Acknowledges courageous employees who have
demonstrated high ethical standards or beliefs through their
behavior.
Cultivates a broad network of relationships to exchange
ideas and rally support.
Expresses appreciation and respect for others when they
share contrary opinions or sensitive feelings.
Fosters an environment of trust and respect for the
individual.
Highly Skilled Role Model
Builds customer confidence by communicating and
demonstrating regular progress against deliverables.
Networks with others inside and outside the company to
identify new trends and best practices.
Utilizes effective negotiation skills (win/win).
Cultivates mutually beneficial relationships throughout the
organization in the interest of achieving results.
Uses strong interpersonal and communication skills to
develop relationships in organization.
Collaborates to Achieve Company Goals - Works cooperatively, listens to learn others' perspectives, and puts company goals ahead of individual goals.

Unskilled Developing Proficient Highly Skilled Role Model

Seeks to win by intimidating others rather than seeking
cooperative solutions to issues.
Fails to challenge organizational policies or practices that
appear to be exclusionary.
Focuses exclusively on own operation rather than
developing a broad perspective of other initiatives in the
organization.
Hoards knowledge and information as a way to gather
more power or influence.
Does not demonstrate interest or encourage others to
share ideas.
Viewed as a team member, not a competitor with peers.
Encourages the team to consider better ways of doing things.
Listens, and allows for silence to help others generate
differing opinions.
Encourages and welcomes discussions of difficult or
controversial topics in staff meetings.
Keeps their word by doing what they say they'll do.
Achieves desired business results through others with
different backgrounds, perspectives, and approaches.
Explores alternatives and positions to reach outcomes that
gain all parties support and acceptance.
Encourages peers and team members to create and share
process improvement ideas.
Supports an inclusive work environment, where each
employee has the opportunity to contribute and achieve
Engages team as problem-solvers for all challenges.
 COMPETENCY MODEL MAPPING
PREVIOUS TO STREAMLINED

SUPERVISORY (PREVIOUS MODEL) SUPERVISORY (STREAMLINED MODEL)

RESULTS
- Sense of Urgency Achieves Extraordinary Result
- Delivers on Commitments Achieves Extraordinary Results
- Focus on Priorities Achieves Extraordinary Results
- Multi-tasking Achieves Extraordinary Results
- Troubleshooting Achieves Extraordinary Results
- Quality Achieves Extraordinary Results
- Change Implementation Drives Change
BUSINESS
- Project Implementation Achieves Extraordinary Results
- Data Analysist Achieves Extraordinary Results
- Organization Knowledge Thought Leadership
- Operations Knowledge Thought Leadership
- Industry Knowledge Thought Leadership s
PEOPLE
- Coaching Coaches for Improved Performance
- Models the Way Leadership Presence
- Accountability Coaches for Improved Performance
- Recognition Coaches for Improved Performance
- Personal Development Leadership Presence
COLLABORATION
- Open Environment Collaborates to Achieve Company Goals
- Relationships Collaborates to Achieve Company Goals
- Respect for Others Collaborates to Achieve Company Goals
- Conflict Resolution Collaborates to Achieve Company Goals
- Knowledge Sharing Collaborates to Achieve Company Goals
- Meeting Management Collaborates to Achieve Company Goals
COMMUNICATION
- Effective Dialogue Leadership Presence
- Communicating Information Leadership Presence
- Written Communication Leadership Presence
- Effective Presentation Leadership Presence