Global Client Services Lead

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

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.