Supervisor, Contact Center

Location

US-VA-Chesapeake

Company

Canon Info Technology Services

Supervise contact center agents handling incoming calls into the customer technical support group by monitoring call volumes and quality performance standards, distributing workloads, and giving guidance and approval on unusual situations. Supervisors are empowered to make decisions based upon circumstance.

- Responsible for maintaining consistent communication with assigned employees to provide motivation, coaching, counseling, and feedback.
- Provides direction to employees needing assistance and ensures team members are up to date on company policies and procedures.
- Completes and submits employee performance reviews and performance goals when due.
- Monitors schedule assignments to ensure adequate adherence to assigned work and break schedules.
- Reviews and monitors quality performance standards as they relate to pre-established call service levels and agent (TSR) telephone performance.
- Takes appropriate actions to ensure that team performance statistics are in line with company goals.
- Maintains an overall awareness of the ACD system to ensure calls flow correctly within and between ACD groups.
- Ensures that issues affecting call flows are promptly addressed and customer impact is minimized.
- Successfully handles escalated customer issues representing the company in a positive customer relations manner.

- An Associates Degree is required or post high school technical or specialized education which may be obtained in the first two or three years of college technical school or business school
- 2-5 years Supervisor experience
- One to two years customer service experience required
- Excellent verbal and written communication skills and strong organizational skills required
- Proven flexibility to meet the ever-changing challenges of a call center required
- Strong interpersonal and management skills focusing on the ability to coach, counsel, motivate, and build cohesive teams are vital
- Occasional travel may be required
- At least one year in TSR I or II, or Systems Support Technician position preferred

Canon Information Technology Services, Inc. - The environment at Canon ITS is energetic and diverse. Our team is comprised of a wide variety of people in positions that help our employees grow and develop their careers.

Statement of Policy on Equal Employment Opportunity

Canon is committed to providing equal employment and advancement opportunities to all qualified persons without regard to race, sex, marital status, sexual orientation or affectional preference, color, religion, national origin, age, disability, or veteran status, unless a bona fide occupational qualification exists. Our commitment is to assure full opportunity for all employees in order that they may achieve their highest potential and to assure progressive employment practices that conform to the letter and spirit of federal, state, and local laws regarding equal employment opportunities. Canon's policy is to:

Recruit, hire and promote for all job classifications without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.

Base decisions on employment so as to further the principle of equal employment opportunity.

Ensure that promotion decisions are made in accordance with the principles of equal employment opportunity by imposing only valid requirements for promotional opportunities.

Ensure that all other personnel actions (such as compensation benefits, transfers, layoffs, company sponsored training, education, tuition assistance, social and recreation programs) will be administered without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.

Workplace Accommodation Request - HR Accessibility - Reasonable Accommodation

Canon I.T.S. is committed to the employment and advancement of qualified disabled veterans and other individuals with disabilities. If you feel you require a reasonable accommodation to apply for a position with Canon I.T.S., please call our Toll-free TDD Support Line for the Hearing Impaired Monday - Saturday (excluding holidays) at 1-866-251-3752, Eastern time from within the US. For all other reasonable accommodation requests, please call 757-579-7127. You will be asked to provide information on the open position you are applying for online and the details on the reasonable accommodation you are requesting.

Pay Transparency Policy Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Canon ITS is a tobacco-free work environment.

Notice to Recruiting Firms/Agencies

Canon ITS typically recruits candidates directly, rather than through a third party recruiting firm or agency. Canon ITS will pay a recruiting fee only when a candidate is submitted for consideration to our company through our applicant tracking system, by direct invitation of Canon ITS, and if Canon ITS has a contract with the recruiter.

Canon is proud to be an equal opportunity employer. Minority/Female/Individuals with Disabilities/Protected Veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. To read more about employment discrimination protections under federal law, click here.

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