Hybrid Contact Center Supervisor & Coach

Canon Info Technology Services; Chesapeake (VA); Hybrid; USD 50,000 - 62,000; Full time

Benefits offered by this job

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 


Professional development opportunities

Job summary

Canon Information Technology Services, Inc. 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.

Qualifications

• An Associate's Degree is required and may be from a technical, college, or business program.
• 2–5 years recent supervisory experience
• 1–2 years of customer service experience required
• Excellent verbal and written communication skills and strong organizational skills
• Proven flexibility to meet the ever-changing challenges of a call center
• Strong interpersonal and management skills with coaching, counseling, motivation, and team-building abilities
• At least one year in Technical Support Rep I or II or Systems Support Technician role preferred

Responsibilities

• Lead, coach, and motivate a team of contact center agents with ongoing communication, performance feedback, and professional development.
• Provide guidance and support to agents handling customer interactions, ensuring adherence to policies, procedures, and service standards.
• Conduct performance evaluations, set performance goals, and support employee growth through coaching and counseling.
• Monitor agent schedules and attendance to ensure adherence to work hours and breaks while maintaining staffing levels.
• Review and evaluate QA metrics, call handling performance, and service level objectives for exceptional customer experiences.
• Analyze team performance data and implement actions to achieve department goals and KPIs.
• Monitor the ACD system to ensure efficient call routing and balanced workloads across teams.
• Identify and resolve issues impacting call flow, minimizing disruptions and ensuring timely support.
• Handle escalated customer concerns with professionalism and sound judgment.
• Foster a collaborative, high-performing team focused on continuous improvement and accountability.

Skills

Leadership

Communication

Coaching

Organizational skills

Problem solving

Education

Associate's Degree

Post-high school technical or specialized education

Job description

Canon Information Technology Services, Inc. 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.