Hybrid Contact Center Supervisor | Lead & Elevate Support

Canon Information Technology Services; Chesapeake (VA); Híbrido; USD 50.020 - 62.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision insurance

Company-paid holidays

Generous paid vacation and sick leave

401(k) with company match

Tuition reimbursement

Employee discounts through Canon Store

Professional development opportunities

Descripción de la vacante

Canon Information Technology Services is seeking a Contact Center Supervisor in Chesapeake, VA to lead a team delivering technical support. You will coach agents, monitor call quality, balance workloads, and guide escalation handling to ensure top-tier service.

Requirements include an Associate's Degree, 2–5 years supervisory experience, and 1–2 years customer service experience, with strong communication and organizational skills in a hybrid work setting.

Formación

• An Associate's Degree is required or post‑high school technical or specialized education
• 2–5 years recent supervisory experience
• 1–2 years of customer service experience required

Responsabilidades

• Lead, coach, and motivate a team of contact center agents, providing ongoing communication, performance feedback, and development.
• Provide guidance to agents handling customer interactions, ensuring adherence to policies, procedures, and service standards.
• Conduct performance evaluations and establish goals to support employee growth through coaching.
• Monitor agent schedules and attendance to ensure staffing and adherence to work hours.
• Review quality assurance metrics and service level objectives to ensure exceptional customer experiences.
• Identify and resolve issues impacting call flow and customer support.

Conocimientos

Supervisory experience

Customer service

Communication skills

Organizational skills

Leadership

Educación

Associate's Degree

Herramientas

ACD system

Descripción del empleo

Canon Information Technology Services is seeking a Contact Center Supervisor in Chesapeake, VA to lead a team delivering technical support. You will coach agents, monitor call quality, balance workloads, and guide escalation handling to ensure top-tier service.

Requirements include an Associate's Degree, 2–5 years supervisory experience, and 1–2 years customer service experience, with strong communication and organizational skills in a hybrid work setting.