Call Center Supervisor

Job summary

The Call Center Supervisor oversees daily operations and manages call center agents to ensure performance standards are met. This role involves coaching and mentoring team members while identifying opportunities to improve work processes.

Job details

Company Description At Kenny U-Pull, we take pride in giving used vehicles a second life. Our 27 auto recycling yards across 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 of American 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 insurance after 3 months 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.

What you’ll do

The Call Center Supervisor oversees daily operations and manages call center agents to ensure performance standards are met. This role involves coaching and mentoring team members while identifying opportunities to improve work processes.

Requirements

Candidates must be bilingual in French and English and possess at least 3 years of experience in a similar role. Additionally, 2 years of experience in personnel management within a target-driven environment is required.

Benefits

• Group insurance • Group RRSP with employer matching • Employee discounts on parts • Free coffee • Free onsite parking

Listed skills

• Customer service · Preferred
• Quality assurance · Preferred
• Reporting · Preferred
• Coaching · Preferred
• Team Leadership · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Call center management
• Team leadership
• Coaching
• Mentoring
• Performance management
• Staff scheduling
• Reporting
• Quality assurance
• Bilingualism
• Customer service
• Report Writing
• Bilingual (French/English)
• Planning
• Multilingualism
• Management
• Call Center Experience
• Customer Service
• Communication
• Training And Development
• Sales
• Mentorship
• Operations
• Team Effectiveness
• Team Performance Management

Job areas

• Customer Service & Support
• Management & Leadership
• Administrative
• Call Center Supervisor
• Call Center Manager
• Office Supervisors
• First-Line Supervisors of Office and Administrative Support Workers