Contact Center Supervisor

Canon ITS is seeking a customer-focused leader to supervise a team of contact center agents providing technical support to customers in Chesapeake, VA.

About the role

In this position, you will lead, coach, and develop a team of contact center agents, ensuring service level goals are met while fostering a positive, high-performing environment. Responsibilities include monitoring call volume and quality performance, balancing workloads, providing real-time guidance, and handling escalated customer situations.

Responsibilities

• Lead, coach, and motivate a team of contact center agents by providing ongoing communication, performance feedback, and professional development.
• Provide guidance and support to agents handling customer interactions, ensuring adherence to company policies, procedures, and service standards.
• Conduct performance evaluations, establish performance goals, and support employee growth through regular coaching and counseling.
• Monitor agent schedules and attendance to ensure adherence to assigned work hours and break schedules while maintaining adequate staffing levels.
• Review and evaluate quality assurance metrics, call handling performance, and service level objectives to ensure exceptional customer experiences.
• Analyze team performance data and implement appropriate actions to achieve departmental goals and key performance indicators.
• Monitor the Automatic Call Distribution (ACD) system to ensure efficient call routing and balanced workloads across contact center teams.
• Identify and resolve issues impacting call flow, minimizing disruptions and ensuring timely customer support.
• Handle escalated customer concerns with professionalism, sound judgment, and a commitment to delivering positive resolutions.
• Foster a collaborative, high-performing team environment focused on continuous improvement, accountability, and outstanding customer service.

Requirements

• Associate's Degree or post-high school technical or specialized education (may be obtained in the first two or three years of college, technical school, or business school).
• 2–5 years of recent supervisory experience.
• 1–2 years of customer service experience.
• Excellent verbal and written communication skills and strong organizational skills.
• Proven flexibility to meet the ever-changing challenges of a call center.
• Strong interpersonal and management skills focusing on the ability to coach, counsel, motivate, and build cohesive teams.
• At least one year in a Technical Support Rep I or II, or Systems Support Technician role (preferred).

Benefits

• Medical, dental, and vision insurance.
• Company-paid holidays.
• Generous paid vacation and sick leave.
• 401(k) with company match.
• Tuition reimbursement.
• Employee discounts through the Canon Company Store.
• Professional development opportunities.

Pay

The salary range for this position is $50,020.00 - $62,000.00 annually. Actual compensation will be based on factors such as experience, skills, and education.

Schedule

This position follows a hybrid work model. Employees are scheduled to work in the office two fixed days per week (Tuesdays and Thursdays) and may work remotely up to three fixed days per week. Employees also have the flexibility to work from the office during normal business hours on remote-designated days if preferred.