Contact Center Supervisor

Canon Solutions America; Chesapeake (VA); Hybrid; USD 50,020 - 62,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Tuition reimbursement

Paid holidays & vacation

Employee discounts

Job summary

Canon ITS in Chesapeake, VA is seeking a Contact Center Supervisor to lead a team delivering technical support. You will coach, monitor performance, and ensure service levels while fostering a positive, high-performing work environment.

The role requires an Associate's Degree, 2–5 years of supervisory experience, and strong communication and organizational skills. Hybrid work arrangement with in-office and remote days.

Qualifications

• Associate's degree required or post-high school technical education.
• 2–5 years of supervisory experience in a contact center.
• 1–2 years of customer service experience required.
• Excellent verbal and written communication and strong organizational skills.

Responsibilities

• Lead, coach, and motivate a team of contact center agents.
• Provide guidance to agents handling customer interactions and ensure policy adherence.
• Conduct performance evaluations and develop staff through coaching.
• Monitor schedules and attendance to maintain staffing and adherence to shifts.
• Review QA metrics, call handling, and service levels to ensure customer satisfaction.
• Analyze team performance data and take actions to achieve KPIs.
• Monitor ACD routing and balance workloads across teams.
• Identify and resolve issues impacting call flow and customer support.
• Handle escalated cases with professionalism and sound judgment.
• Foster a collaborative, high-performing environment focused on continuous improvement.

Skills

Verbal and written comms

Leadership

Coaching & development

Time management

Problem solving

Adaptability

Education

Associate's Degree

Job description

About the Role

Canon ITS has an immediate opening for an energetic Contact Center Supervisor to join our team in Chesapeake, VA. We are seeking a customer-focused leader with exceptional communication skills, proven leadership experience, strong organizational and problem-solving abilities, and the ability to thrive in a fast-paced environment. In this role, you will lead, coach, and develop a team of contact center agents providing technical support to customers. Responsibilities include monitoring call volume and quality performance, balancing workloads, providing real-time guidance, handling escalated customer situations, and ensuring service level goals are met. This position offers the opportunity to make informed decisions, support employee development, and foster a positive, high-performing team dedicated to delivering an outstanding customer experience.

Why Join Canon ITS?

We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including:

• Medical, dental, and vision insurance
• Company-paid holidays
• Generous paid vacation and sick leave
• 401(k) with company match
• Tuition reimbursement
• Employee discounts through the Canon Company Store
• Professional development opportunities
• And much more!

Work Arrangement

This position follows a hybrid work model. Employees are scheduled to work in the office two fixed days per week and may work remotely up to three fixed days per week. Employees also have the flexibility to work from the office during normal business hours on remote-designated days if preferred.

Compensation

In accordance with applicable laws, the salary range for this position is $50,020.00 - $62,000.00 annually. Actual compensation will be based on factors such as experience, skills, and education.

Your Impact

In this role, you will:

• Lead, coach, and motivate a team of contact center agents by providing ongoing communication, performance feedback, and professional development.
• Provide guidance and support to agents handling customer interactions, ensuring adherence to company policies, procedures, and service standards.
• Conduct performance evaluations, establish performance goals, and support employee growth through regular coaching and counseling.
• Monitor agent schedules and attendance to ensure adherence to assigned work hours and break schedules while maintaining adequate staffing levels.
• Review and evaluate quality assurance metrics, call handling performance, and service level objectives to ensure exceptional customer experiences.
• Analyze team performance data and implement appropriate actions to achieve departmental goals and key performance indicators.
• Monitor the Automatic Call Distribution (ACD) system to ensure efficient call routing and balanced workloads across contact center teams.
• Identify and resolve issues impacting call flow, minimizing disruptions and ensuring timely customer support.
• Handle escalated customer concerns with professionalism, sound judgment, and a commitment to delivering positive resolutions.
• Foster a collaborative, high-performing team environment focused on continuous improvement, accountability, and outstanding customer service.

About You: The Skills & Expertise You Bring

• An Associate's Degree is required or post-high school technical or specialized education, which may be obtained in the first two or three years of college technical school or business school
• 2-5 years recent supervisory experience
• 1-2 years of customer service experience required
• Excellent verbal and written communication skills and strong organizational skills required
• Proven flexibility to meet the ever-changing challenges of a call center
• Strong interpersonal and management skills focusing on the ability to coach, counsel, motivate, and build cohesive teams
• At least one year in Technical Support Rep I or II, or Systems Support Technician role preferred

Company Overview

Canon Information Technology Services, Inc. - The environment at Canon ITS is energetic and diverse. Our team is comprised of a wide variety of people in positions that help our employees grow and develop their careers.

Statement of Policy on Equal Employment Opportunity

Canon is committed to providing equal employment and advancement opportunities to all qualified persons without regard to race, sex, marital status, sexual orientation or affectional preference, color, religion, national origin, age, disability, or veteran status, unless a bona fide occupational qualification exists. Our commitment is to assure full opportunity for all employees in order that they may achieve their highest potential and to assure progressive employment practices that conform to the letter and spirit of federal, state, and local laws regarding equal employment opportunities. Canon's policy is to:

Recruit, hire and promote for all job classifications without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.

Base decisions on employment so as to further the principle of equal employment opportunity.

Ensure that promotion decisions are made in accordance with the principles of equal employment opportunity by imposing only valid requirements for promotional opportunities.

Ensure that all other personnel actions (such as compensation benefits, transfers, layoffs, company sponsored training, education, tuition assistance, social and recreation programs) will be administered without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.

Workplace Accommodation Request - HR Accessibility - Reasonable Accommodation

Canon I.T.S. is committed to the employment and advancement of qualified disabled veterans and other individuals with disabilities. If you feel you require a reasonable accommodation to apply for a position with Canon I.T.S., please call our Toll-free TDD Support Line for the Hearing Impaired Monday - Saturday (excluding holidays) at 1-866-251-3752, Eastern time from within the US. For all other reasonable accommodation requests, please call 757-579-7127. You will be asked to provide information on the open position you are applying for online and the details on the reasonable accommodation you are requesting.

Pay Transparency Policy Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Canon ITS is a tobacco-free work environment.

Notice to Recruiting Firms/Agencies

Canon ITS typically recruits candidates directly, rather than through a third party recruiting firm or agency. Canon ITS will pay a recruiting fee only when a candidate is submitted for consideration to our company through our applicant tracking system, by direct invitation of Canon ITS, and if Canon ITS has a contract with the recruiter.

Canon is proud to be an equal opportunity employer. Minority/Female/Individuals with Disabilities/Protected Veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.

Workstyle Description

Hybrid - This position offers a hybrid work schedule requiring you to be in the office Tuesdays and Thursdays and an option to work from home the remainder of the week (unless a specific business need arises requiring in-office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.