About this role
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 objectivesSetting team performance goals and clearly communicating expectationsParticipating in employee development through coaching, mentoring and assessing training needsMonitoring live or recorded calls to ensure quality standards are maintainedEvaluating and measuring team effectiveness and performancePlanning and managing work schedulesPreparing reports as required for managementProactively identifying areas for improvement and proposing value-added ideas or innovations to enhance or streamline work processesPerforming any other related duties as required To join our team:
You are bilingual in French and English (required)You have 3 years of experience in a similar roleYou have 2 years of experience managing personnel in a target-driven environmentYou have knowledge of call center systems and technology (preferred) What we offer:
A competitive wage + annual bonusGroup insurance after 3 monthsGroup RRSP with employer matching contribution up to 3.5%Opportunities for advancement within the companyExclusive employee discounts on parts at any Kenny siteFree coffee onsiteFree onsite parkingAmerican Iron & Metal and its subsidiaries offer equal employment opportunities to all. Only candidates selected for an interview will be contacted.