Contact Center Supervisor - Sales

Location

US-VA-Chesapeake

Company

Canon Info Technology Services

Location: Chesapeake, VA 23320
Job Type: Full-Time / Hybrid / On-site Tuesdays & Thursdays
Schedule: 12:30 PM - 9 PM EST (occasional Saturdays)

Canon ITS is seeking a dynamic and motivated Contact Center Supervisor to lead a team within our Sales Support Group. The ideal candidate is a strong communicator and team leader with a passion for delivering exceptional customer service. You'll provide daily guidance, performance coaching, and operational oversight-ensuring a high-quality customer experience and a motivated, efficient team.

This is a great opportunity for a driven individual who excels under pressure, leads by example, and is eager to contribute to a fast-paced, customer-focused environment.

What We Offer
- Flexibility & Work-Life Balance- Enjoy a hybrid work style in Chesapeake, VA
- Comprehensive Benefits- Medical, vision, dental, life insurance, and disability
- Generous Time Off- Paid personal, vacation, and sick leave, plus company-paid holidays
- Financial Well-Being- 401(k) with company match and tuition reimbursement
- Perks & Discounts- Employee assistance program and exclusive company discounts
- Career Growth & Development- Opportunities for professional growth, continuous learning, and cross-functional collaboration

- Foster open communication with team members to provide consistent coaching, motivation, and feedback
- Inspire team members to achieve individual and team sales goals
- Provide support and direction to Sales Support Representatives, ensuring compliance with company policies and procedures
- Monitor team schedules for adherence to assigned shifts and break times
- Conduct timely performance evaluations and support goal setting for direct reports
- Evaluate call quality and service levels to ensure performance meets company standards
- Take corrective actions to align team metrics with organizational goals
- Maintain a working knowledge of the Automatic Call Distributor system to monitor call flow and troubleshoot routing issues
- Quickly address call flow disruptions to minimize customer impact
- Handle escalated customer issues with professionalism, acting as a brand ambassador
- Perform other duties as assigned by leadership

- Associate's degree or equivalent post-secondary technical/business education
- 2-5 years of recent supervisory experience, preferably in a contact center environment
- 1-2 years of sales or upselling experience
- Experience with Magento and/or Oracle platforms is a plus
- Excellent communication, organization, and problem-solving skills
- Strong interpersonal and leadership skills with a focus on coaching and team building
- Ability to adapt to changing priorities in a dynamic work environment
- Occasional travel may be required
- Proficiency with PC operations, including Microsoft Office Suite
- Familiarity with Automatic Call Distributor/Management Information systems, systems, operating systems, hardware diagnostics, and contact center software

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

#CITS

Hybrid - This position offers a hybrid work schedule requiring you to be in the office Tuesdays and Wednesdays 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.

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