Contact Center Supervisor

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Contact Center Supervisor at Canon Information Technology Services managing and developing contact center agents in customer technical support. Leading a high-performing team dedicated to exceptional customer experiences in a hybrid work environment.

Posted 7/24/2026full-timeChesapeake • Virginia • 🇺🇸 United StatesJuniorMid-Level💰 $50,020 - $62,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and coaching abilities to develop and motivate contact center teams while ensuring adherence to service standards and performance metrics. Proficient in analyzing performance data and implementing strategies for continuous improvement in customer service delivery.

Highest-signal resume keywords

Team LeadershipPerformance ManagementCustomer Service ExperienceCommunication SkillsTechnical Support Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance EvaluationsQuality Assurance MetricsCall Handling PerformanceAutomatic Call Distribution (ACD)Data AnalysisGoal SettingCoachingCounseling

Soft Skills

Interpersonal SkillsOrganizational SkillsMotivational SkillsProblem-Solving

Certifications & Qualifications

Associate's Degree

Industry Keywords

Contact CenterCustomer InteractionsService StandardsStaffing LevelsContinuous Improvement

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

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!