Contact Center Supervisor

Canon ITS has an immediate opening for an energetic Contact Center Supervisor to join our team in Chesapeake, VA. We are seeking a customer-focused leader with exceptional communication skills, proven leadership experience, strong organizational and problem-solving abilities, and the ability to thrive in a fast-paced environment.

In this role, you will lead, coach, and develop a team of contact center agents providing technical support to customers. Responsibilities include monitoring call volume and quality performance, balancing workloads, providing real-time guidance, handling escalated customer situations, and ensuring service level goals are met. This position offers the opportunity to make informed decisions, support employee development, and foster a positive, high-performing team dedicated to delivering an outstanding customer experience.

Why Join Canon ITS?

We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including:

• 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
• And much more!

Work Arrangement

This position follows a hybrid work model. Employees are scheduled to work in the office two fixed days per week 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.

Compensation

In accordance with applicable laws, 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.

In this role, you will:

• 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.

• An Associate's 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 supervisory experience
• 1–2 years of 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
• Strong interpersonal and management skills focusing on the ability to coach, counsel, motivate, and build cohesive teams
• At least one year in Technical Support Rep I or II, or Systems Support Technician role preferred