Supervisor, Contact Center
Company: Canon Solutions America
Posted on: November 17, 2023
OverviewSupervise 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.
Responsibilities- 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.
Qualifications- 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 recent Supervisor experience - 1 + 2
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
Company OverviewCanon 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
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
Workstyle DescriptionHybrid - This position is full time and offers
a hybrid work schedule requiring you to be in the office two
company designated days a week and an option to work from home the
remainder of the week (unless a specific business need arises
requiring in office attendance on other days). Note that work
schedules and office reporting requirements may change from time to
time based on business needs.
Posting Tags# PM21 #LI-
Keywords: Canon Solutions America, Chesapeake , Supervisor, Contact Center, Other , Chesapeake, Virginia
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