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Job Req ID:  12045

Job Title:  Mgr, Call Center Operations

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 Manager, Call Center Operations! 

Essential Job Functions

• Schedules staff to adequately handle call volume on any given product at any point in time. 

• Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.). 

• Understands call center key metrics and reports on key performance indicators (KPI's). 

• Effectively uses verbal and written communication skills to convey business concepts, strategies, information, and inspiration in a manner that effectively impacts the listener. 

• Strong time-management skills, problem-solving skills, and analytical skills. 

• MS Office products such as Excel, Access, PowerPoint, and Word are highly desirable.

• Captures and evaluates how well the call center agents adhere to internal policies and procedures and interact with customers in phone and email interactions. 

• Develop, design and implement and oversee the quality monitoring program. 

• Responsible for ensuring high-quality customer service and customer experiences. 

• Conduct regular satisfaction audits, and improve day-to-day performance through monitoring activities.   

• Manage the delivery of day to day data collection operations of a call center 

• Evaluates the overall performance of call center staff.  

• Responsible for monitoring and preparing performance reports, statistical analysis, and plans of action. 

• Sets target goals for performance, quality, and efficiency. 

• Works closely with supervisor to communicate daily goals and instructions for the call center. 

• Meet and exceed daily standards for calls answered, records entered, accuracy, customer, service, and quality. 

• Monitors and evaluates the quality of inbound and/or outbound telephone calls. 

• Documents quality issues and performance measures for management review 

• Collects and analyze quality data to identify issues and trends and recommend procedure or process changes. 

• Provide information to assist in the performance feedback of call center agents, increase associate motivation concerning quality scores. 

Competencies (Knowledge, Skills and Abilities)

• Strong process, analytical and organizational skills

• Effective managerial, supervisory and interpersonal skills

• Ability and desire to work effectively in a team environment. 

• Knowledge of P&L preferred

• Candidate must possess:

o  Knowledge of execution of performance management process, and basic understanding of business finance.

o Ability to select, train and develop high caliber personnel

o Must exhibit strong ability in communication, leadership and hands-on mechanics and customer service.

o Candidate must have strong interpersonal skills, ability to manage multiple tasks and the ability to act independently.

Experience, Educational Reqts and Certifications

• Bachelor's Degree (BA) from an accredited four-year college or university B.A. or B.S. degree

• 5~7 years experience working at a Helpdesk, Helpline, or similar position

• Minimum of 10 years of managerial experience required.

• Minimum of 9 (nine) years work experience required

Konica Minolta Offers: 

  • Competitive salary (base salary plus generous commission plan)
  • Strong results are well rewarded; President’s Club winners have  earned celebratory trips to Miami/South Beach, Montreal, Punta Cana, and Las Vegas.
  • Outstanding benefits package (including medical, dental, vision, life insurance)
  • 401(k) plan with matching company contribution
  • Generous holiday and paid time off schedules
  • 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: New Jersey