Canon Solutions America

Senior Manager, Customer Communications

US-IL-Schaumburg
4 weeks ago(12/19/2017 1:18 PM)
Job ID
15896
Category
Customer Service/Support - Customer Service

Overview

Canon Solutions America (CSA) 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 Sr. Manager, Customer Communications is responsible for organizing, directing, and controlling the service call center operations for Canon Solutions America. This includes both the call taking and the dispatch functions nationally. Services customers by planning and implementing call center strategies and operations, improving systems and processes, and managing staff.

 

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

  • Identify, justify, and implement programs to increase the level of professional, technical and customer service expertise at all levels of the service support organization.
  • Manage fixed and controllable expenses to insure cost effective levels of support.
  • Determine call center operations strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefits analysis.
  • Develop and provide monthly a forecast of call volume, manpower needs, and suggested changes to the call center manpower to improve expenses.
  • Plan and develop call center systems to improve CSA’s customer interaction and experience. Develop improved state of the art voice response systems, voice networks, and user interfaces.
  • Working with the Business Process Re-engineering (BPR) team develop, execute, and test improvements to our call taking / dispatching systems.
  • 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.
  • On a national bases record statistics, performance levels, and user rates from the call center locations and prepare the reports necessary to implement positive change when necessary.
  • Review staff’s performance, determining staff training needs, and scheduling training sessions to improve the overall experience of the customer and development of the employee.
  • Research / gather competitive call center best practices and benchmark the CSA call centers against the industry. Suggest improvements to improve CSA’s call center productivity and customer delivery.
  • Develop long-term objectives for productivity and quality measurement / improvements on a national basis for CSA call centers with appropriate cost and return analysis.

Qualifications

  • Bachelor's degree, or equivalent experience in a related field.
  • Minimum 5 years of business knowledge in the office equipment industry preferred.
  • Minimum 5 years of Management experience, preferably in a Call Center Environment. 
  • Ability to create strong working business relationships with all departments.
  • Effective written and oral communication skills.
  • Experience managing in a dynamic and multifaceted environment.
  • Ability to function in a fast pace, highly demanding and stressful environment, to manage and produce expected results.
  • Proficient in use of Excel, Power Point, Word, Lotus Notes, and other software related tools that can aid in business analysis and reporting. 

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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