Employee support manager

Agropur; Longueuil; On-site; CAD 82,000 - 104,000; Full time

Job summary

A leading dairy cooperative in Longueuil is seeking an Employee Support Manager. Responsibilities include managing the Employee Service Centre and ensuring high-quality service delivery across various points. Candidates must have a relevant bachelor's degree and extensive experience in customer service and managerial roles. Strong analytical and interpersonal skills are essential, alongside bilingual proficiency in French and English. Join us to enhance employee experiences at Agropur.

Benefits

Recognition of years of service for vacation calculation

Flexible remote work options

Flexible group insurance plan

Employee Assistance Program

Career development opportunities

Company-contributed retirement plan

Qualifications

• 5 to 7 years of experience in customer service, including 2 to 3 years in a managerial role.

Responsibilities

• Ensure service levels and quality standards are met.
• Analyze service performance and develop KPIs.
• Optimize processes and tools for efficiency.
• Monitor service offerings based on needs and trends.
• Manage client complaints and improve service quality.
• Support executive managers with requests.
• Oversee ticket management platform.
• Ensure client documentation is appropriate.
• Collaborate with Human Capital partners.
• Represent Employee Support in committees.
• Manage HR aspects of the team.

Skills

Analytical skills

Interpersonal skills

Problem-solving ability

Bilingualism in French and English

Education

Bachelor’s degree in Industrial Relations, Human Resources, or Business Administration

Job description

Job Type

Regular

Invest in you, JOIN AGROPUR. We DAIRY you!

Agropur is looking for an Employee Support Manager to join its team in St-Hubert.

The Employee Support Manager is responsible for managing the operations of the Employee Service Centre and its various service points (phone, tickets, text), with the goal of maximizing the employee experience and operational efficiency.

At Agropur, we invest in YOU:

• Recognition of years of service for vacation calculation
• Flexible remote work options
• Flexible group insurance plan including telemedicine services
• Employee Assistance Program
• Opportunities to invest in yourself (career development, etc.)
• Company-contributed retirement plan
• Salary scale 005: $82,600 to $103,200 (Base salary will be determined based on your academic background, experience, training, and skills related to the position.)

What this role involves:

More specifically, the responsibilities of the Employee Support Manager include:

• Ensuring service levels and quality standards are met across all service points to guide resolution of employee requests
• Analyzing service performance by developing and measuring KPIs to validate team effectiveness
• Improving and optimizing processes, procedures, and tools for the Employee Support team to ensure efficiency
• Monitoring service offerings based on needs and industry trends
• Maintaining maximum visibility of the service through various initiatives
• Managing client complaints and taking measures to improve service quality
• Supporting executive managers in resolving their requests at the Service Centre
• Overseeing and evolving the ticket management platform (Workday Help) to ensure it meets operational and client needs
• Ensuring client documentation is available and appropriate; making adjustments or creating new support documents in collaboration with internal partners
• Maintaining close collaboration with Human Capital partners across supported sites and sectors
• Representing Employee Support on various committees and projects within Agropur or with external vendors
• Managing all HR aspects related to the team, including selection, performance management, training, disciplinary actions, and promotions as needed

What you need to join our team:

• Bachelor’s degree in Industrial Relations, Human Resources Management, Business Administration, or a related field
• 5 to 7 years of experience in customer service or contact centre, including 2 to 3 years in a managerial role
• Strong analytical and initiative skills
• Well-developed interpersonal skills and strong problem-solving ability
• High level of bilingualism in French and English

We’re ready, are you? JOIN AGROPUR.

Agropur welcomes people from all backgrounds and origins. We are proud to be an employer with a diverse community and are committed to providing a respectful and inclusive experience for all employees and applicants. We will work with candidates who request accommodation. Please note that an adequate knowledge of French is required for positions in Quebec.

In this text, the use of the masculine gender to designate persons is intended only to lighten the text.