GCS Supervisor

Konica Minolta Business Solutions, U.S.A., Inc.•Oldsmar, FL

About The Position

Konica Minolta currently has an exciting opportunity for a Global Client Service Supervisor! Coach, mentor, motivate and develop direct reports in performing their job responsibilities. Assess work and provide meaningful feedback. Ensure policy and procedures are followed to foster a high performance team and department.

Requirements

High school or equivalent, BS or BA preferred
3-4 years in people management and industry area knowledge
Excellent verbal and written communication skills
Knowledge of systems and applications used to support a call center environment
Good customer service and interpersonal skills
Excellent time management skills
Basic troubleshooting skills
Ability to problem solve with minimal assistance
Computer skills- Microsoft Office, Word, Excel, PowerPoint
Detail Oriented
Ability to work in a fast paced environment
Occasional travel as requested

Responsibilities

Foster a high performance environment where staff can excel and provide our customers with an outstanding experience
Create and apply action plans to improve performance and monitor to resolution including corrective action if necessary
Monitor performance statistics for individuals and identify areas of opportunity
Participate in Quality Assurance calibration sessions and staff quality reviews
Assist staff with questions or concerns; show genuine support and recognition of good performance
Review and monitor attendance; time sheet review and approval
Engage with manager to discuss team progress and/or concerns
Write and conduct approved performance appraisals; conduct mentoring sessions with staff to discuss job performance
Handle escalated calls from internal/external customers researching and resolving the escalated issues
Works with hiring manager to interview potential candidates; ensure proper coverage for business needs
Participates in learning opportunities and stays current on internal and external certifications
Complete projects and tasks as assigned by management
Support a 24-hour, 365-day operation and maintain flexibility to work schedules based on business needs. Weekend coverage, including Saturdays, may be required.