GCS Supervisor

Konica Minolta Business Solutions U.S.A., Inc.; Florida; On-site; USD 55,000 - 75,000; Full time

Job summary

Konica Minolta Business Solutions U.S.A., Inc. is seeking a Global Client Service Supervisor to lead a high‑performing team providing exceptional customer experiences. You will coach and mentor staff, assess performance, and ensure policy adherence while supporting a 24/7 operation.

Travel may be required as needed. Ideal candidates have 3–4 years of people management experience, strong communication skills, and proficiency with call center software and MS Office.

Qualifications

• 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.

Responsibilities

• Foster a high performance environment and provide customers with an outstanding experience.
• Create and apply action plans to improve performance and monitor to resolution.
• Monitor performance statistics for individuals and identify opportunities.
• Participate in quality assurance calibration sessions and staff quality reviews.
• Assist staff with questions or concerns; recognize good performance.
• Review attendance; time sheet review and approval.
• Engage with manager to discuss team progress and concerns.
• Write and conduct performance appraisals; mentor staff on performance.
• Handle escalated calls; resolve escalated issues.
• Work with hiring manager to interview candidates; ensure coverage for business needs.
• Participate in learning opportunities and stay current on certifications.
• Complete projects and tasks as assigned by management.
• Support a 24/7 operation and weekend schedules as needed.

Skills

People management

Customer service

Communication skills

Problem solving

MS Office

Education

High school or equivalent

BS or BA preferred

Tools

Call center software

Job description

Overview

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.

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.

Qualifications

• 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

About Us

This posting reflects an existing vacancy that we are actively recruiting for.

Cette annonce correspond à un poste actuellement vacant pour lequel nous recrutons activement.

About Konica Minolta

Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta’s 20thanniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact," and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta’s bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN’s MSP 500 list numerous times; recognized as #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence’s BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter.

Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.

Au sujet de Konica Minolta

Solutions d’affaires Konica Minolta (Konica Minolta) a entamé son parcours il y a plus de 150 ans, avec la volonté de voir et de faire les choses autrement. Elle fait équipe avec ses clients pour donner forme à leurs idées en appuyant leur transformation numérique grâce à un riche portefeuille de solutions pour un milieu de travail connecté et futé. Parmi ses technologies d’affaires, on retrouve des services de TI, la gestion intelligente de l’information, des solutions de sécurité vidéo et des services d’impression gérés ainsi que des technologies de bureau et des solutions d’impression industrielle et commerciale. L’année 2025 marque le 20e anniversaire de l’entrée de Konica Minolta dans le marché de l’impression de production; l’entreprise souligne « 20 années d’excellence, d’innovation et de résultats » tout en continuant d’être une figure de proue dans l’impression numérique commerciale. C’est aussi l’année où la marque bizhub de Konica Minolta célèbre ses 20 ans, au cours desquels la gamme a révolutionné la technologie de bureau, redéfini les processus des entreprises, et évolué continuellement pour répondre aux besoins des milieux de travail modernes, mue par les avancées technologiques et la volonté d’innover. Konica Minolta est fière de faire partie du palmarès 2025 des meilleurs grands employeurs d’Amérique de Forbes, d’avoir figuré à plusieurs reprises au palmarès CRN des 500 fournisseurs de services gérés, d’avoir été nommée la marque numéro un en matière de fidélité des clients sur le marché des appareils de bureau multifonctions par Brand Keys pendant 18 années consécutives, et de s’être vue décerner les prix BLI « A3 Line of the Year » 2021 et 2025 et « Most Colour Consistent A3 Brand » 2021-2023 de Keypoint Intelligence pour sa gamme bizhub One i-Series. Pour en savoir plus, rendez-vous sur le site de Konica Minolta et suivez l’entreprise sur Facebook, YouTube, LinkedIn et Twitter.

Konica Minolta fonctionne selon un modèle de services partagés nord-américain qui permet d’harmoniser les priorités transfrontalières et d’améliorer la prestation de services aux organisations opérationnelles. Le modèle combine des fonctions de service américaine et canadienne afin d’offrir davantage de ressources aux services de soutien comme l’administration des ventes, la logistique et la chaîne d’approvisionnement, le marketing, la planification des produits, la finance, les TI, les RH et les services juridiques.

Salary Disclaimer

Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate’s skills, experience, job‑related knowledge, geographic location, and specific business needs.

Salaire- A titre indicatif

Konica Minolta s'engage en faveur de pratiques de rémunération transparentes et équitables. Notre structure salariale est conçue pour soutenir la croissance des employés, permettant aux individus de progresser dans la fourchette salariale au fur et à mesure de leur progression. Le salaire de base réel proposé variera en fonction des compétences, de l'expérience, des connaissances liées au poste, de la localisation géographique et des besoins spécifiques de l'entreprise du candidat.

AI Disclosure

Konica Minolta Business Solutions (Canada) Ltd., or its authorized third-party contractors, may employ Artificial Intelligence technologies to support elements of the recruitment process. Notwithstanding this, Applications are reviewed by our recruitment team, who always make the final hiring decision.

Mention d'utilisation de l'IA

Konica Minolta Business Solutions (Canada) Ltd., ou ses prestataires tiers autorisés, peuvent utiliser des technologies d'intelligence artificielle pour soutenir certains aspects du processus de recrutement. Néanmoins, les candidatures sont examinées par notre équipe de recrutement, qui prend toujours la décision finale d'embauche.

EOE Statement

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.

Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.

Déclaration sur l’égalité des chances:

Konica Minolta est un employeur souscrivant au principe de l’égalité d’accès à l’emploi et de l’action positive. Nous considérons tous les candidats qualifiés pour un emploi sans distinction de race, de couleur, de religion, de croyance, d'origine nationale, de sexe, de grossesse, d'âge, d'orientation sexuelle, de statut de personne transgenre, d'identité de genre, de handicap, d'aliénation ou de citoyenneté, d'état civil ou de partenariat, d'informations génétiques, de statut de vétéran ou de toute autre caractéristique protégée par les lois applicables

Solutions d’affaires Konica Minolta (Canada) Ltée. est un employeur d'opportunité égale.