Hybrid Contact Center Supervisor: Lead & Develop Support

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

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.