Supervisor, HR Call Center

HR Services / Konnect Canada: 4204 Boul. Industriel, Laval, Quebec H7L 0E3Shift AvailabilityFlexible Availability

Job Type

Full time

As 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 DO

Want to start your career with us? Here's an overview of the main responsibilities of this position:

Team Leadership & Operations

• Supervise, coach, and support a team of HR call center representatives
• Manage daily operations, workload distribution, scheduling, and priorities
• Monitor performance, productivity, and service levels to ensure KPIs and SLAs are met
• Provide ongoing feedback, performance evaluations, and development support

Quality Assurance & Reporting

• Conduct regular audits of tickets and phone calls to ensure quality, compliance, and consistency
• Identify trends, gaps, and training opportunities based on audit results
• Produce and analyze reports, dashboards, and statistics related to volume, performance, and service quality

Procedures & Knowledge Management

• Maintain, review, and continuously improve HR Call Center procedures, workflows, and standard operating practices
• Ensure clear, consistent, and efficient team ways of working that support service quality and employee experience
• Own and oversee the team's knowledge base and documentation repository, ensuring all reference materials, guides, and job aids are accurate, current, and easily accessible
• Partner with subject matter experts and leadership to update documentation in line with policy, process, or system changes
• Support knowledge sharing and adoption through training, communications, and change management

Projects & Continuous Improvement

• Work closely with the Director of Benefits on special projects and strategic initiatives
• Participate in process reviews and lead improvement initiatives to enhance efficiency and employee experience
• Support change management efforts, including new tools, processes, or service models

WHAT YOU'LL NEED

We want you to join our team Here's what we're looking for:

Education:

• Relevant education or related field experience.

Experience:

• 3–5 years of people management experience, preferably in a call center or shared services environment
• Previous experience in an HR operations and HR service center
• Previous experience in benefits administration
• Proven experience supervising teams in a service-driven environment

Knowledge and skills:

• Strong analytical skills with the ability to interpret data, reports, and trends
• Excellent problem-solving and decision-making abilities
• Experience with ticketing systems, call center tools, and reporting dashboards
• Strong organizational skills and ability to manage multiple priorities
• Excellent communication, coaching, and stakeholder management skills
• High attention to detail with a strong focus on service quality and continuous improvement

Language skills:

• Bilingualism 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 HERE:

At 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:

Benefits package:

• Group 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.

Circle K is an Equal Opportunity Employer.
The Company complies with the Americans with Disabilities Act (the ADA) and all state and local disability laws.  Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the ADA and certain state or local laws as long as it does not impose an undue hardship on the Company. Please inform the Company's Human Resources Representative if you need assistance completing any forms or to otherwise participate in the application process.

Click below to review information about our company's use of the federal E-Verify program to check work eligibility:

In English

In Spanish

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