Welcome page Returning Candidate? Log back in! Call Center Manager Job Locations US-NJ-Edison Posted Date 7 minutes ago(1/30/2025 10:45 AM) Requisition ID 2025-33264 Category Service Company (Portal Searching) FUJIFILM North America Corporation - Imaging Division Overview

The Call Center Manager is a pivotal leadership role within Technical Services and is responsible for overseeing the operations of the call center and service dispatch function and ensuring that the team delivers exceptional customer service. This position is tasked with managing a diverse team of agents, optimizing call center processes, and implementing strategies to meet and exceed performance targets.

Company Overview

FUJIFILM North America Corporation, a marketing subsidiary of FUJIFILM Holdings America Corporation, consists of six operating divisions. The Imaging Division provides consumer and commercial photographic products and services, including silver halide consumables; inkjet consumables; digital printing equipment, along with service and support; personalized photo products fulfillment; film; one-time-use cameras; and the popular INSTAX® line of instant cameras, smartphone printers, instant film, and accessories. The Electronic Imaging Division markets its GFX System and X Series lines of mirrorless digital cameras, lenses, and accessories to provide a variety of content creation solutions for both still and moving imagery. The Optical Devices Division provides optical lenses for the broadcast, cinematography, closed circuit television, videography, and industrial markets, and also markets binoculars and other optical imaging solutions. The Graphic Communication Division utilizes its extensive industry knowledge to develop fully supported traditional and digital print solutions for industries including commercial print, wide format, and packaging with its comprehensive line of digital inkjet presses, production toner printers, and software. The Industrial Products Division delivers new products derived from Fujifilm technologies including data storage tape products, including OEM and FUJIFILM Ultrium LTO cartridges, desalination solutions, microfilters and gas separation membranes. The Non-Destructive Testing Division delivers radiography solutions to ensure high accuracy inspection of transportation infrastructure, and assets within aerospace, and oil and gas industries.

 

For more information, please visit https://www.fujifilm.com/us/en/about/region, go to www.twitter.com/fujifilmus to follow Fujifilm on Twitter, or go to www.facebook.com/FujifilmNorthAmerica to Like Fujifilm on Facebook.

 

FUJIFILM Corporation is a subsidiary of FUJIFILM Holdings Corporation. FUJIFILM Holdings Corporation, headquartered in Tokyo, leverages its depth of knowledge and proprietary core technologies to deliver innovative products and services across the globe through the four key business segments of healthcare, electronics, business innovation, and imaging with over 70,000 employees. Guided and united by our Group Purpose of “giving our world more smiles,” we address social challenges and create a positive impact on society through our products, services, and business operations. Under its medium-term management plan, VISION2030, which ends in FY2030, we aspire to continue our evolution into a company that creates value and smiles for various stakeholders as a collection of global leading businesses and achieve a global revenue of 4 trillion yen (29 billion USD at an exchange rate of 140 JPY/USD). For more information, please visit: www.fujifilmholdings.com.

For further details about our commitment to sustainability and Fujifilm’s Sustainable Value Plan 2030, click here.

Job Description Develop and implement call center strategies and operations to meet company objectives.Monitor and evaluate agent performance, provide coaching and training to improve quality and efficiency.Monitor a team of service dispatchers and ensure that field service resources are utilized in an efficient and cost-effective manner.Provide oversight for field service scheduling and field service resource assignments.Establish working schedules, manage time off to ensure appropriate coverage for operating workloads and task allocations.Establish call center targets for speed, efficiency, and customer satisfaction. Establish and implement dispatch and service incident update processes and ensure compliance by dispatchers and service resourcesManage the recruitment, selection, and onboarding process for new call center staff.Create and maintain a positive work environment that supports a high-performance culture.Ensure compliance with company policies, industry regulations, and legal requirements.Utilize call center systems and software to analyze data and report on team performance and customer feedback.Handle complex customer complaints or inquiries that agents are unable to resolve.Collaborate with other departments and stakeholders to ensure a consistent and high-quality customer experience.Manage the call center budget, ensuring cost-effective resource allocation.Forecast call volumes and resource requirements to support customer support needs.Prepare and present regular performance reports to upper management.Stay informed about industry developments, technological advancements, and best practices in call center management.25% Travel required to Fujifilm call center locations in Edison, NJ and Rochester, NY.Other duties as assigned by management.

Required Skills/Education

Minimum of 5 years of call center / service dispatch management experienceWorking knowledge of call center technology such as IVR and ACD systems.Working knowledge of Astea Service Alliance a plus.Strong technical background complemented by extensive customer service experience.Strong people management and development skillsAbility to mentor, coach and motivate others.Ability to work under pressure.Ability to work assigned/flexible hours including weekends and holidays as necessary.

Desired Skills

Bachelor’s degree in business or a related field.Excellent customer service skills.Strong communications and presentation skills (verbal and written)Proficient in MS Office applications including Word, Excel, and PowerPointKnowledge of Excel pivot tables and macros a plus. EEO Information

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

ADA Information

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department (hlushrteam@fujifilm.com).

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