Contact Center Director jobs in Chesapeake, VA

Contact Center Director directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Being a Contact Center Director establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. Researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Additionally, Contact Center Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Contact Center Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Contact Center Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)

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Supervisor, Contact Center
  • Canon Info Technology Services
  • Chesapeake, VA OTHER
  • Overview

    Canon ITS is searching for a Contact Center Supervisor to join our team of professionals.  The right candidate will have exceptional customer service skills, strong leadership abilities, excellent organizational and problem-solving skills, and the ability to work well under pressure.  In addition, you will supervise the handling of calls coming into the Sales Support Group, monitor call volumes and quality performance standards, distribute workloads, and give guidance and approval in unusual situations. Our supervisors are empowered to lead and make decisions based on circumstances.   Position: Full-Time, Salaried with Benefits Location: Chesapeake, VA 23320 Workstyle:  Hybrid (On campus Tuesdays and Thursdays) Schedule: Monday–Friday, 12:30 PM–9 PM EST (occasional Saturdays)

    Responsibilities

    - Responsible for maintaining consistent communication with assigned employees to provide motivation, coaching, counseling, and feedback - Ability to positively motivate team to drive sales - Provides direction to Sales Support Representatives 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 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 as a brand ambassador - Other duties, as assigned

    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 of recent supervisory experience - 1-2 years sales experience - Magento and/or S21 platforms experience preferred - Excellent verbal and written communication skills and strong organizational skills required - Proven flexibility to meet the ever-changing challenges of a contact center required - Strong interpersonal and management skills focusing on the ability to coach, counsel, motivate, and build cohesive teams - Occasional travel may be required Special Requirements: Strong PC skills and working familiarity with ACD/MIS technology, operating systems, hardware diagnostics, and application software are preferred.

    Company Overview

    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

    Workstyle Description

    Hybrid - 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

    #LI- #PM21
  • 20 Days Ago

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Export Contact Center Manager
  • ZIM
  • Norfolk, VA FULL_TIME
  • Main Purpose To manage the daily activities of the Export Contact Center which handles all incoming phone and email communications from customers. The Manager also monitors performance and provides on...
  • 23 Days Ago

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Supervisor, Contact Center
  • Canon Virginia, Inc
  • Chesapeake, VA FULL_TIME
  • Supervisor, Contact Center Location US-VA-Chesapeake Company Canon Info Technology Services Requisition ID 28787 Category Customer Service/Support Position Type Full-Time Overview Supervise contact ce...
  • 7 Days Ago

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Export Contact Center Rep
  • ZIM
  • Norfolk, VA FULL_TIME
  • Main Purpose of the Role: The Export Contact Center Representative is responsible for managing customer-facing communication through the call center phone system, email, and SmartCS. This communicatio...
  • 9 Days Ago

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Export Contact Center Representative
  • ZIM
  • Norfolk, VA FULL_TIME
  • Main Purpose of the Role: The Export Contact Center Representative is responsible for managing customer-facing communication through the call center phone system, email, and SmartCS. This communicatio...
  • 1 Month Ago

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Contact Center Representative- 100% Remote
  • Tivly
  • Norfolk, VA FULL_TIME
  • DescriptionTivly is one of the fastest-growing, profitable insurtech companies, connecting businesses with insurance solutions. Combining a best-in-class call center with a proprietary content and cus...
  • Just Posted

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0 Contact Center Director jobs found in Chesapeake, VA area

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Dining Supervisor
  • Fooda
  • Norfolk, VA
  • Who We Are: We believe a workplace food program is something employees should love and look forward to every day. Powere...
  • 3/28/2024 12:00:00 AM

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Director of Youth Ministry at a Norfolk Military Installation
  • Young Life
  • Norfolk, VA
  • Description: There are nearly 300,000 teenagers of active-duty U.S. military parents who are stationed all over the worl...
  • 3/28/2024 12:00:00 AM

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Deputy Director - Navy, Marine Corps
  • ADS, Inc.
  • Virginia Beach, VA
  • ADS, Inc. began more than 20 years ago by outfitting Navy SEALS with quality dive equipment, and today we're proud to ma...
  • 3/27/2024 12:00:00 AM

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Licensed Mental Health Therapist LPC, LCSW, LMFT
  • LifeStance Health
  • Chesapeake, VA
  • At LifeStance Health, we believe in a truly healthy society where mental and physical healthcare are unified to make liv...
  • 3/27/2024 12:00:00 AM

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Adult Psychiatrist - Outpatient
  • LifeStance Health
  • Chesapeake, VA
  • At LifeStance Health, we believe in a truly healthy society where mental and physical healthcare are unified to make liv...
  • 3/26/2024 12:00:00 AM

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Child Adolescent Psychiatrist - Outpatient
  • LifeStance Health
  • Chesapeake, VA
  • At LifeStance Health, we believe in a truly healthy society where mental and physical healthcare are unified to make liv...
  • 3/26/2024 12:00:00 AM

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Community Association Manager
  • FirstService Residential - East
  • Newport News, VA
  • Job Overview: As a Community Manager, you will provide strong leadership and management direction on behalf of Board of ...
  • 3/25/2024 12:00:00 AM

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Area Scouts | Sports - Regional Manager | Athlete Evaluator
  • Area Scouts
  • Hampton, VA
  • Area Scouts | Sports - Regional Manager | Athlete Evaluator Sports Currently Covered: Baseball Basketball Football Softb...
  • 3/25/2024 12:00:00 AM

Chesapeake is an independent city in the Commonwealth of Virginia. As of the 2010 census, the population was 222,209; in 2013, the population was estimated to be 232,977, making it the third-most populous city in Virginia. Chesapeake is included in the Virginia Beach–Norfolk–Newport News, VA–NC MSA. One of the cities in the South Hampton Roads, Chesapeake was organized in 1963 by voter referendums approving the political consolidation of the city of South Norfolk with the remnants of the former Norfolk County, which dated to 1691. (Much of the territory of the county had been annexed by other...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Director jobs
$162,957 to $242,919
Chesapeake, Virginia area prices
were up 1.2% from a year ago

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