Canon Solutions America

  • Inbound Call Supervisor 7:00am - 3:30pm

    Location US-IL-Schaumburg
    Posted Date 2 weeks ago(8/7/2018 6:50 PM)
    Job ID
    16755
    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. If you are a detail oriented, motivated individual, utilize good judgment, extremely organized, and you enjoy a fast-paced environment, this may be the position for you! Canon Solutions America offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, profit sharing, success sharing, educational assistance, recognition programs, vacation, and much more!

    Responsibilities

    • Direct and coordinate the daily activities and functions of an Inbound Contact Center Operations.
    • Implement training and coaching to ensure maximum performance, service levels and appropriate results are being achieved.
    • Provide ongoing performance feedback and coaching to a team of Inbound Agents. 
    • Monitor random inbound calls to improve the service quality, minimize errors, and track performance. 
    • 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 and encourage agents through positive communication and feedback.
    • Establish and implement department-operating procedures.
    • 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.
    • Resolve complex issues, establish work priorities, and make decisions within established guidelines and/or authorities.
    • Conduct monthly staff meetings.
    • Ensure accurate and timely recording of customer requests for service support.

    Qualifications

    Your qualifications must include the following:

    • High school diploma or equivalent; Associate's degree preferred. 
    • Must have at least 2 years of call center experience.
    • Supervisory experience preferred. 
    • Detail oriented, articulate, and strong communication skills required. 
    • Microsoft Office experience required, particularly Excel. 
    • Prior Oracle experience and/or testing a plus. 
    • MWA (ADS), or other Dispatching Software experience preferred.

     

    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 Disabilities/Protected Veterans

     

      

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