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Job Req ID:  3341

Job Title:  Customer Service Support Supervisor

Konica Minolta Business Solutions U.S.A., Inc., a global Fortune 1000 company and one of Forbes 2017 America’s Best Large Employers, is transforming the way we all do business.

From smart office technology and information management to cloud, mobility and IT services, we have a rich history of creating the products and services necessary to drive innovation and make work possible from anywhere at any time. Our award-winning products and solutions help companies around the world move information faster, improve quality and productivity, enhance security and facilitate the sharing of information. We are proud that our portfolio leads the industry while exceeding environmental standards.

At Konica Minolta, you'll work for an amazing technology company with growth opportunities, great benefits and talented, passionate co-workers.

Position Objective

Konica Minolta currently has an exciting opportunity for a GCS 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.  

Essential Job Functions
  • 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
  • NOTE: Domain duties are detailed in specific job posting
Competencies (Knowledge, Skills and Abilities)
  • 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
  • NOTE: Domain skills are detailed in specific job posting
Experience, Educational Reqts and Certifications
  • High school or equivalent, BS or BA preferred
  • 3-4 years in people management and industry area knowledge

Konica Minolta Offers:  

  • Outstanding benefits package (including medical, dental, vision, life insurance)
  • 401(k) plan with matching company contribution
  • Generous holiday and paid time off schedules
  • Tuition Assistance Program
  • Employee Referral Bonus Program
  • Ongoing professional development training
  • Visible, exciting work supporting sales of cutting edge technology and workflow solutions.

Join Konica Minolta and help drive innovation as we transform the Workplace of the Future.™

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

Nearest Major Market: Phoenix