Hybrid Contact Center Team Lead

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

Benefits offered by this job

Medical, dental, and vision insurance

Company-paid holidays

Paid vacation and sick leave

401(k) with company match

Tuition reimbursement

Employee discounts

Professional development opportunities

Job summary

Canon Information Technology Services, Inc. seeks a Customer-focused Contact Center Supervisor in Chesapeake, VA to lead a team of agents delivering technical support.

You will coach, monitor performance, manage schedules, and drive service level goals while promoting professional development and a positive, high-performing culture. The role requires an associate's degree, 2–5 years of supervisory experience, and strong communication skills.

Qualifications

• Associate's Degree required or post-high school technical education.
• 2–5 years supervisory experience.
• 1–2 years customer service experience required.
• Excellent verbal and written communication skills.
• Strong organizational and problem-solving abilities.
• Proven ability to coach, counsel, and build cohesive teams.

Responsibilities

• Lead, coach, and motivate a team of contact center agents.
• Monitor call volume, quality performance, and adherence to service standards.
• Manage schedules and staffing to meet workload and labor goals.
• Provide real-time guidance and handle escalated customer issues.
• Review QA metrics and drive improvements to achieve KPIs.
• Foster a collaborative, high-performing team focused on customer experience.

Skills

Supervisory experience

Customer service

Communication skills

Organizational skills

Problem-solving

Leadership

Education

Associate's degree or equivalent

Tools

ACD system

Job description

Canon Information Technology Services, Inc. seeks a Customer-focused Contact Center Supervisor in Chesapeake, VA to lead a team of agents delivering technical support.

You will coach, monitor performance, manage schedules, and drive service level goals while promoting professional development and a positive, high-performing culture. The role requires an associate's degree, 2–5 years of supervisory experience, and strong communication skills.