Canon Careers

Sr. Call Center Manager (Sr. Customer Communications Mgr.)

Location US-IL-Schaumburg
Company Canon Solutions America, Inc.
Requisition ID
25591
Category
Customer Service/Support
Position Type
Full-Time
Telecommute
No

Overview

This position is responsible for organizing, directing, and controlling the service call center operations for CSA. 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. 

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. 
- Provide and analyze monthly service financial and operational performance data. Recommend opportunities to improve upon current performance and/ areas of opportunity. 
- 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 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. 
- Handle the most complicated customer inquiries or complaints both “live’ and from survey feedback. This will include issues across all business units and from various levels of service, sales, and executive management. 
- 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. 
- Randomly monitor call center agents to improve overall quality. 
- Develop long-term objectives for productivity and quality measurement / improvements on a national basis for CSA call centers with appropriate cost and return analysis. 
- Ensure that all dispatch standards are being followed nationally by all call center agents and coach managers on ensuring that the call center agents are monitoring service standard compliance. 
- Manage expenses to meet all published targets.
- Create working business relationships with all departments.
- Design and implement a call center that is “cutting edge” and forward thinking.
- Perform other duties as assigned. 

Qualifications

PLEASE NOTE: As a federal government contractor, we comply with all applicable federal laws, regulations, orders and mandates.  As a result, the person performing this role must be fully vaccinated against COVID-19, unless the Company grants an exemption based on a disability/medical condition or sincerely held religious belief. 
 
 
- Bachelors degree in related field or equivalent business experience.
- Min 5 of years of business knowledge in the office equipment industry, 3+ years prior management experience

Company Overview

About our Company - Canon Solutions America, Inc. empowers companies of all sizes to succeed by supplying market leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings. With unwavering dedication to promote professional innovation, Canon Solutions America, Inc. helps drive sustainability, nurture efficiency, and regulate costs through the unification of comprehensive digital and traditional printing and document management solutions. As a wholly owned subsidiary of Canon U.S.A., Canon Solutions America, Inc. is headquartered in Melville, NY and has sales and service locations across the U.S. Our parent company, Canon Inc. (NYSE: CAJ), which earned approximately $30.4 billion in global revenue in 2020, ranks third overall in U.S. patents granted in 2020 and was named one of Fortune Magazine’s World’s Most Admired Companies in 2020.

Canon Solutions America offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more. A more comprehensive list of what we have to offer is available at https://www.usa.canon.com/internet/portal/us/home/about/careers/benefits-compensation/

We are an EEO/AA employer. Minority/Female/Individuals with Disabilities/Protected Veterans.

If you are not reviewing this job posting on our Careers’ site csa.canon.com/careers, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at csa.canon.com/careers.

#CSA

Posting Tags

#LI-KG1 #PM20

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