Contact Center Team Leader (Includes Selling) jobs in Portsmouth, VA

Contact Center Team Leader (Includes Selling) supervises contact center agents that make and receive calls focused on selling and promoting products or services. Monitors and evaluates interactions, workflow, and metrics to meet performance standards and sales targets. Being a Contact Center Team Leader (Includes Selling) coaches agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to upsell additional products and services. Ensures that routine service requests are processed or redirected correctly. Additionally, Contact Center Team Leader (Includes Selling) responds to and resolves escalated issues or transfers complex requests to appropriate support teams. Prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a head of a unit/department. The Contact Center Team Leader (Includes Selling) supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Team Leader (Includes Selling) typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)

C
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
  • 21 Days Ago

Z
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...
  • 24 Days Ago

C
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...
  • 8 Days Ago

Z
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...
  • 10 Days Ago

Z
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

T
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...
  • 1 Day Ago

Filters

Clear All

  • Filter Jobs by companies
  • More

0 Contact Center Team Leader (Includes Selling) jobs found in Portsmouth, VA area

C
Virtual Call Center Customer Experience Associate
  • Cox Enterprises, Inc
  • Chesapeake, VA
  • **Virtual Call Center Customer Experience Associate** **Primary Location:** 1341 Crossways Blvd , Chesapeake , VA , US *...
  • 3/28/2024 12:00:00 AM

E
Service Desk Operations Manager
  • ePlus inc.
  • Virginia Beach, VA
  • Overview: As a Service Desk Operations Manager, you will be responsible for the strategic direction and leadership for t...
  • 3/28/2024 12:00:00 AM

F
FT Manager Customer Service (H)
  • Food Lion
  • Portsmouth, VA
  • Address: USA-VA-Portsmouth-3539 Airline Blvd. Store Code: Store 02659 Managers (2716863) Food Lion has been providing an...
  • 3/27/2024 12:00:00 AM

C
Remote Benefits Call Center Representative
  • Conduent
  • Chesapeake, VA
  • **About Conduent:** Through our dedicated associates, Conduent delivers mission-critical services and solutions on behal...
  • 3/27/2024 12:00:00 AM

P
Member Services Representative Sub
  • Planet Fitness
  • Hampton, VA
  • Looking to pick up extra hours? Join our team! As a Member Service Representative Sub, you will have flexibility in your...
  • 3/25/2024 12:00:00 AM

B
Experienced Collections Professional (VC)
  • Bill Gosling Outsourcing
  • Hampton, VA
  • Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a compan...
  • 3/25/2024 12:00:00 AM

T
Contact Center Representative- 100% Remote
  • Tivly
  • Chesapeake, VA
  • Job Type Full-time Description Tivly is one of the fastest-growing, profitable insurtech companies, connecting businesse...
  • 3/24/2024 12:00:00 AM

A
Customer Service Specialist I - Dec. 2021 / May 2022 Grads
  • ADP, Inc.
  • Norfolk, VA
  • **Customer Service Specialist I Dec. 2021 / May 2022 Grads** Req Number: 215742 Category: Client Service Posted Date: Ja...
  • 3/24/2024 12:00:00 AM

Portsmouth is an independent city in the Commonwealth of Virginia. As of the 2010 census, the population was 95,535. It is part of the Hampton Roads metropolitan area. The Norfolk Naval Shipyard, often called the Norfolk Navy Yard, is a historic and active U.S. Navy facility that is actually located in Portsmouth rather than Norfolk; the original name "Gosport" was changed to "Norfolk" to reflect its location in what is now the former Norfolk County, Virginia. The shipyard upgrades, remodels, and repairs ships of the US Navy and is one of the few facilities in the world with the capability to ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Team Leader (Includes Selling) jobs
$63,283 to $87,857
Portsmouth, Virginia area prices
were up 1.2% from a year ago