Hybrid Contact Center Team Lead

Canon; Chesapeake (VA); Ibrido; USD 50.000 - 62.000; Tempo pieno

Vantaggi offerti da questo lavoro

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

Descrizione del lavoro

Canon Information Technology Services, Inc. is seeking a Contact Center Supervisor in Chesapeake, VA. Lead and coach a team of agents delivering technical support, ensuring SLA adherence, staffing, and quality metrics.

The role emphasizes performance management, real-time guidance, and escalation handling to maintain an outstanding customer experience. Hybrid work model with two fixed office days weekly and remote‑designated days.

Competenze

• 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.
• Excellent verbal and written communication skills and strong organizational skills.
• Proven flexibility to meet call center challenges.

Mansioni

• Lead, coach, and motivate a team of contact center agents with ongoing feedback and development.
• Provide guidance to agents to ensure policy adherence and service standards.
• Conduct performance evaluations and set growth goals.
• Monitor schedules and attendance to maintain staffing levels.
• Review QA metrics and call handling to ensure exceptional customer experiences.
• Analyze performance data to meet KPIs and department goals.
• Oversee call routing and workload balance via ACD system.
• Resolve escalated customer concerns with professionalism.
• Foster a collaborative, high-performing team environment.

Conoscenze

Supervisory experience

Customer service

Communication skills

Team leadership

Coaching

Formazione

Associate's Degree

Descrizione del lavoro

Canon Information Technology Services, Inc. is seeking a Contact Center Supervisor in Chesapeake, VA. Lead and coach a team of agents delivering technical support, ensuring SLA adherence, staffing, and quality metrics.

The role emphasizes performance management, real-time guidance, and escalation handling to maintain an outstanding customer experience. Hybrid work model with two fixed office days weekly and remote‑designated days.