Call Centre Customer Service Manager

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.