Supervisor, HR Call Center

OverviewJOIN OUR TEAM At Couche-Tard/Circle K, our mission is simple: to make our customer’s lives a little easier everyday. You may have already stopped for coffee, refueling your car, or eating something on the go. Then, you know what Couche-Tard/Circle K is. We have grown into a successful global company with over 17,000 stores in 29 countries, serving almost 9 million customers every day. In total, approximately 149,000 people work in our stores and offices. We make journeys easier by offering fast and friendly service. We care about our people and our communities, and we look for ways to uplift people first. Wherever your journey’s going, we can help you get there. Are you ready to grow your career? Let\'s grow togetherPositionSupervisor, HR Call CenterDepartment: Human ResourcesLocation: On site, Laval, QC (4204 boulevard Industriel, H7L 0E3)Type of employment: Permanent, Full Time (40 hours) The RoleAs an HR Call Center Supervisor, you will play a key leadership role within the HR Operations team. Reporting to the Director of Benefits, you will be responsible for overseeing the day-to-day performance of the HR call center, ensuring service excellence, operational efficiency, and continuous improvement. You will lead, coach, and support a team of HR representatives while contributing to strategic initiatives and process optimization. What You’ll DoWant to start your career with us? Here\'s an overview of the main responsibilities of this position: Team Leadership & OperationsSupervise, coach, and support a team of HR call center representativesManage daily operations, workload distribution, scheduling, and prioritiesMonitor performance, productivity, and service levels to ensure KPIs and SLAs are metProvide ongoing feedback, performance evaluations, and development support Quality Assurance & ReportingConduct regular audits of tickets and phone calls to ensure quality, compliance, and consistencyIdentify trends, gaps, and training opportunities based on audit resultsProduce and analyze reports, dashboards, and statistics related to volume, performance, and service quality Procedures & Knowledge ManagementMaintain, review, and continuously improve HR Call Center procedures, workflows, and standard operating practicesEnsure clear, consistent, and efficient team ways of working that support service quality and employee experienceOwn and oversee the team’s knowledge base and documentation repository, ensuring all reference materials, guides, and job aids are accurate, current, and easily accessiblePartner with subject matter experts and leadership to update documentation in line with policy, process, or system changesSupport knowledge sharing and adoption through training, communications, and change management Projects & Continuous ImprovementWork closely with the Director of Benefits on special projects and strategic initiativesParticipate in process reviews and lead improvement initiatives to enhance efficiency and employee experienceSupport change management efforts, including new tools, processes, or service models What You’ll NeedWe want you to join our team Here\'s what we\'re looking for: EducationRelevant education or related field experience. Experience3–5 years of people management experience, preferably in a call center or shared services environmentPrevious experience in an HR operations and HR service centerPrevious experience in benefits administrationProven experience supervising teams in a service-driven environment Knowledge and skillsStrong analytical skills with the ability to interpret data, reports, and trendsExcellent problem-solving and decision-making abilitiesExperience with ticketing systems, call center tools, and reporting dashboardsStrong organizational skills and ability to manage multiple prioritiesExcellent communication, coaching, and stakeholder management skillsHigh attention to detail with a strong focus on service quality and continuous improvement Language skillsBilingualism required (Advanced French and English) both spoken and written, as the person will be required to work and communicate regularly in English while performing the tasks outlined above. Specifically, the role requires collaboration with global teams. Why You Should Work HereAt Couche-Tard/Circle K, we believe that our team members are the heart and soul of our business. When you join us, you\'re not just getting a job – you\'re becoming part of a vibrant community where your talents are valued, your growth is nurtured, and your contributions make a real difference. Here\'s why you\'ll love working with us: BenefitsGroup Insurance Program: Stay healthy and happy Our plan provides you with the flexibility to choose coverage that best meets your needs and add optional insurance (health and dental care, long-term disability, life insurance, health spending account)Pension Plan: Plan for your future and retire with peace of mind with our pension plan, helping you build a secure financial future.Share Purchase Plan: Invest in your future and share in our success with our employee stock purchase plan, allowing you to become a shareholder of Couche-Tard/Circle K.Paid Time Off: Recharge and rejuvenate with paid time off, including vacation days, sick days, and personal days to help you maintain a healthy work-life balance. Additional PerksEmployee Discounts: Enjoy exclusive discounts on our products and services, making it even easier to fuel up and stock up on your favorite goodies.Training and Development: Grow your skills and advance your career with access to ongoing training and development opportunities, including workshops, seminars, and online courses.Recognition and Rewards: We celebrate our team\'s achievements and milestones with a range of recognition programs, rewards, and incentives to show our appreciation for your hard work and dedication.Mentorship Program: Take your career to new heights with our mentorship program, where seasoned professionals provide guidance, support, and valuable insights to help you reach your full potential.Scholarship Program: Invest in your education and future success with our scholarship program, available not only to our employees but also to their children. We\'re committed to supporting your lifelong learning journey and empowering you to achieve your academic and career goals. Interested?You are only a few clicks away from joining an exceptional company Visit our careers page at the text below to submit your application. We can\'t wait to hear from youURL: https://workwithus.circlek.com/ca/en At Couche-Tard/Circle K, we\'re committed to fostering an inclusive and diverse workplace where everyone is treated with respect and dignity. We welcome individuals from all backgrounds and walks of life to join our team and contribute their unique perspectives and talents.We thank all candidates for their interest in this position. Please note that only selected candidates will be contacted for further steps in the hiring process.#LI-LK1 #LI-GE1#Global Capabilities Network – GCNCouche-Tard / Circle K valorise la diversité et de l’inclusion et vise à créer un milieu de travail sain, accessible et gratifiant qui met en valeur la contribution unique de nos employés au succès de notre entreprise. En tant qu\'employeur qui s\'engage à respecter l\'équité en matière d\'emploi, nous encourageons les candidatures les plus diverses afin de pouvoir nous doter d’un effectif varié et représentatif de nos clients et des communautés que l’on sert. Des accommodements sont disponibles sur demande pour les candidats qui participent à tous les aspects du processus de sélection. #J-18808-Ljbffr