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Konica Minolta Business Solutions U.S.A., Inc. · 4 months ago

Global Client Services Supervisor

Phoenix, AZ

Full-time

Onsite

Mid Level

3+ years exp

Konica Minolta Business Solutions U.S.A., Inc. is seeking a Global Client Services Supervisor to lead and develop a high-performance team. The role involves coaching staff, monitoring performance, and ensuring an outstanding customer experience while adhering to company policies.

Business IntelligenceCloud Data ServicesDocument ManagementEnterprise Resource Planning (ERP)Information TechnologyManufacturingMobile AppsPrintingUnified CommunicationsWeb Development

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

Qualification

People managementCall center systems knowledgeCustomer service skillsBasic troubleshootingVerbal communicationWritten communicationTime managementMicrosoft OfficeInterpersonal skillsProblem solvingDetail orientedFast paced environment