Team Manager, Customer Service

Our state-of-the-art contact center is the heartbeat of goeasy — proudly supporting our easyfinancial and easyhome brands across Canada. Join one of the country’s fastest-growing companies and be part of something extraordinary. Welcome to goeasy! 

At goeasy, our people and culture are at the heart of everything we do — and we’re proud to be recognized for it. We’ve been named one of Canada’s Top Growing Companies, Greater Toronto Top Employers, and we’re honored to have received Canada’s Most Admired Corporate Cultures award. We’re also certified as a Great Place to Work®, recognized among the Best Workplaces for Women, and celebrated for having one of the Most Trusted Executive Teams, and included on TIME Magazine’s 2025 list of Canada’s Best Companies. These accolades reflect our ongoing commitment to creating an inclusive, high-performance culture where people thrive and innovation leads the way. 

Our contact center plays a vital role in supporting over 400 retail locations across the country, helping Canadians reach their personal and financial goals. Through specialized, high-impact teams, we deliver the expert service, care, and support that fuel goeasy’s success. 

Why work with us? 

• Leverage our RRSP match and Employee Share Purchase Plan programs.  
• State of the art office, with free Company Gym, Games Room 
• Employee discounts on furniture, electronics, and appliances.  
• Access 24/7 healthcare with Virtual Doctor Appointments.  
• Personalize your benefits with a customizable package including options for 100% coverage.  
• Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.  
• Celebrate properly, with your birthday off PAID! Along with 5 personal days and two weeks paid vacation.   
• For complete picture of total rewards, please click here.

 A day in the life of a Team Manager, Customer Service: 

• Set and meet performance targets for efficient and effective sales and service production and quality
• Manage the day-to-day operations of the National Shared Services Centre
• Review individual staff performance through monthly scorecards, identifying training needs and delivering required training and coaching for staff development
• Handle customer escalations in a timely manner
• Manage intraday team results and individual contributions, making necessary adjustments within a call center workforce management framework
• Ensuring timely response to waiting customers based on call arrival patterns while enabling revenue-generating opportunities

What we are looking for: 

• Experience in a people leadership role is mandatory
• Experience in a call center capacity is considered a strong asset
• Ability to execute and deliver expected results within tight deadlines
• Strong oral and written communication with an ability to deliver constructive feedback that inspires engagement and improved performance
• Ability to hold your team accountable to performance targets and competences
• Strong analytical skills with an ability to understand complex data and to make recommendations for process and/or staffing changes based on customer demand for greater business efficiencies and effectiveness

Diversity, Inclusion, and Equal Opportunity Employment:  

 At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. goeasy is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. As an equal opportunity employer, we are committed to providing accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. Please let the talent acquisition team know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.  

 Additional Information: All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.   

 We thank all interested applicants; however, we will only be contacting those for interview who possess the skills and qualifications outlined above.