Canon Solutions America

Manager, Customer Communications

US-IL-Schaumburg
4 weeks ago
Job ID
15606
Category
Customer Service/Support - Customer Service

Overview

Canon Solutions America is a Canon U.S.A. Company providing integrated systems technology that comprise one of the strongest solutions portfolios in the document management industry. 

 

The Manager, Customer Communications manages and directs all aspects of inbound call center operations. They also help in implementing and reviewing call center procedures and policies.  Their end goal is to serve the customers well by delivering a high standard, efficient customer service and to positively represent the organization.

 

Canon Solutions America offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, profit sharing, educational assistance, recognition programs, generous vacation and more!

Responsibilities

  • Manage supervise, and coordinate the activities of the call center professionals in providing telephone customer related services.
  • Interface with service management, dept. supervisors / managers, third parties, and the BPR team to collect information, resolve issues, and plan for further system / process enhancements.
  • Plan and supervise changes and manage the daily operations of the call center.
  • Monitor random inbound calls to improve the quality, minimize errors, and track performance (30 minutes per day w/ reporting).
  • Establish and meet performance goals and targets for key department KPI’s
  • Record statistics, performance levels, and user rates of the call center and prepare the reports necessary to implement positive change when necessary.
  • Motivate, coach, retain staff and manage the coordination of all time off for the department.
  • Handle most complicated customer inquiries or complaints both “live’ and from survey feedback.
  • Forecast and analyze department expenses against budget statistics on a weekly or monthly basis.
  • Review the staff’s performance, determine training needs and schedule training sessions.
  • Insure accurate and timely recording of customer requests for service support.

Qualifications

  • Bachelor’s Degree in Business Administration and or equivalent experience in related field.
  • Minimum (3) three years of supervisory experience.
  • Proficient in use of Excel, Power Point, Word, Lotus Notes, and other software related tools that can aid in business analysis and reporting
  • Ability to function in a fast pace, highly demanding and stressful environment, and produce expected results.
  • Good telephone manner. High level of Customer Skills
  • Strong written and oral communication skills

Canon Solutions America, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristics protected by law.

 

EOE Minorities/Females/Individuals with Disability/Protected Veterans

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