Call Center Supervisor

About the Role

Canon USA's Dispatch Supervisors are responsible for day-to-day supervision of the dispatch department.

• Monitors all telephone queues to ensure that the Dispatchers are at their desks, logged on and ready to work during the hours designated by the individual work schedules.
• Guides Lead Dispatchers to ensure that the customer pick‑up times and technician pick‑up times are within targets.
• Responsible for guiding and controlling all incoming and outgoing calls from BSM technicians and customers when necessary within the region, and to work along with Service management to ensure compliance and direction of effort.
• Coordinates efforts with Dispatch Manager to control and guide Dispatch personnel.
• Evaluates performance based on weekly reports.
• Communicates with internal departments such as Data Management, Customer Service, Operations Managers, Credit and Collections, and Contracts.
• Sets appropriate example with professionalism, and good attendance and punctuality.
• Performs all required management tasks regarding personnel including interviewing, training, employee development and employee discussions.

• Requires 5 years of related experience and management of two or more regular full-time employees; bachelor's degree in a relevant field preferred.
• Minimum 2 years experience as a Lead.
• Detail oriented, articulate, strong communication skills and well organized.
• Microsoft Office background, particularly Excel, required.
• Prior Oracle experience/testing a plus.
• MWA (ADS) experience preferred.
• May occasionally work a different shift due to business needs.

Salary Range
: $50,020 - $74,930 annually.

Hybrid – This position is full time and offers a hybrid work schedule requiring you to be in the office three 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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. The Company will not pursue or support visa sponsorship. All applicants must reside in the United States at the time of hire.