Call Center Supervisor

American Iron and Metal; Laval (administrative region); On-site; CAD 52,000 - 70,000; Full time

Benefits offered by this job

Annual bonus

RRSP matching 3.5%

Advancement opportunities

Employee discounts on parts

Free coffee onsite

Free parking onsite

Job summary

Kenny U-Pull in Laval, QC, is seeking a Call Center Supervisor to oversee agents, ensure daily operations run smoothly, and drive overall team performance. You will coach, mentor, schedule, prepare management reports, and propose process improvements.

The role requires bilingual French and English, 3 years in a similar role, and 2 years of personnel management in a target-driven environment. Knowledge of call center systems is a plus.

Qualifications

• Bilingual in French and English (required).
• 3 years of experience in a similar role.
• 2 years of experience managing personnel in a target-driven environment.
• Knowledge of call center systems and technology (preferred).

Responsibilities

• Ensure agents’ performance meets established standards and objectives.
• Set team performance goals and clearly communicate expectations.
• Participate in employee development through coaching, mentoring and assessing training needs.
• Monitor live or recorded calls to ensure quality standards are maintained.
• Evaluate and measure team effectiveness and performance.
• Plan and manage work schedules.
• Prepare reports as required for management.
• Proactively identify areas for improvement and propose value-added ideas or innovations to enhance or streamline work processes.

Skills

Bilingual French-English

Tools

Call center systems

Job description

AtKenny U-Pull, we take pride in giving used vehicles a second life. Our27 auto recycling yardsacross Quebec, Ontario, New Brunswick, and Nova Scotia are backed by 400+ employees who are passionate about reinventing the market for used cars and helping to create a greener environment for generations to come. Since 2008, we have recycled over 1 million vehicles and counting!

Kenny U-Pull is a division ofAmerican Iron & Metal (AIM), a recognized global leader in the metal recycling industry, with more than 125 site locations, 4000 employees worldwide and over 3.5 billion dollars in yearly sales.

Job Description

As part of a rapidly growing company and reporting to the Director of Customer Service, the Call Center Supervisor is responsible for overseeing call center agents, ensuring smooth daily operations, and driving overall team performance.

The incumbent will guide and motivate the team through coaching, mentoring, and regular feedback to help achieve performance objectives. The role also supports operations and handles more complex situations as needed.

What you're responsible for:

• Ensuring agents’ performance meets established standards and objectives
• Setting team performance goals and clearly communicating expectations
• Participating in employee development through coaching, mentoring and assessing training needs
• Monitoring live or recorded calls to ensure quality standards are maintained
• Evaluating and measuring team effectiveness and performance
• Planning and managing work schedules
• Preparing reports as required for management
• Proactively identifying areas for improvement and proposing value-added ideas or innovations to enhance or streamline work processes
• Performing any other related duties as required

Qualifications

To join our team:

• You are bilingual in French and English (required)
• You have 3 years of experience in a similar role
• You have 2 years of experience managing personnel in a target-driven environment
• You have knowledge of call center systems and technology (preferred)

Additional Information

What we offer:

• A competitive wage + annual bonus
• Group RRSP with employer matching contribution up to 3.5%
• Opportunities for advancement within the company
• Exclusive employee discounts on parts at any Kenny site
• Free coffee onsite
• Free onsite parking

American Iron & Metal and its subsidiaries offer equal employment opportunities to all. Only candidates selected for an interview will be contacted.

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