Call Center Supervisor

Call Center Supervisor
AZ - Phoenix

Job Description

Konica Minolta currently has an exciting opportunity for a Supervisor in our Global Client Services Division .

Konica Minolta Business Solutions U.S.A., Inc., a global Fortune 1000 company and one of Forbes 2016 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
Must have supervisory experience with the ability to function in a management capacity as needed. Support multiple teams, coach, and mentor, motivate and develop direct reports. Assess work and provide meaningful feedback. Ensure policy and procedures are followed to foster a high performance team and department. Must have extensive domain knowledge in applicable KM products, processes and procedures with the ability to handle escalated issues.

You will be required to work a 4-day, 10-hour shift which will begin at either 7 p.m. or 9 p.m.

PRIMARY DUTIES AND 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.
  • Provide staff with developmental plans to improve with technical skills.
  • Monitor performance statistics for individuals and identify areas of opportunity for improvement; Uses KM/3rd party product knowledge to focus specific areas.
  • Participate in Quality Assurance calibration sessions and staff quality reviews
  • Engage with manager to discuss team progress and/or concerns.
  • Handle escalated calls from internal/external customers researching and resolving the escalated issues.
  • Recognize and provide recommendations to management in order to improve operations.
  • Assist staff with questions or concerns; show support and recognition of good performance.
  • Review and monitor attendance; time sheet review and approval.
  • Write and conduct approved performance appraisals; conduct mentoring sessions with staff to discuss job performance.
  • Interview potential candidates and ensure proper coverage for business needs.
  • Participate in learning opportunities and stays current on internal and external certifications.
  • Work on other assigned project(s) from management

    Job Requirements

    EDUCATION AND EXPERIENCE

  • High school or equivalent, BS or BA preferred
  • 4+ years in people management and industry area knowledge

    OTHER SKILLS, REQUIREMENTS AND CERTIFICATIONS
  • Excellent verbal and written communication skills
  • Expertise in applicable domain
  • 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
  • Occasionally travel required

    Physical Requirements
  • This position requires sitting at a desk with a computer monitor for several hours at one time.
  • The vision requirement include: close vision, peripheral vision, depth perception, and ability to adjust focus.

    Konica Minolta offers:
  • Competitive compensation program.
  • Outstanding benefits package (including medical, dental, life insurance).
  • 401(k) plan with matching company contribution.
  • Generous holiday and paid time off schedules.
  • Tuition reimbursement.
  • Employee Referral Bonus Program.
  • Ongoing training opportunities.
  • Visible, exciting work supporting the 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.

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