Team Manager, Collections (3-month contract)

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. 

You’re a self-motivated and charismatic leader who’s ready to take on the role of Team Manager, Collections (3-month assignment). In this role, you’ll support a team of Collections Specialists and drive individual and team success through inspired leadership, training, and coaching. You’ll create an environment that fosters engagement, builds knowledge and skills, and ensures that call centre dynamics and our values remain at the heart of everything we do.

What will you be doing? 

• Set and meet performance targets.
• Manage the day-to-day operations of the Collections team.
• 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 experience do you have?

• Experience in a people leadership role is mandatory.
• Collections experience (Asset).
• 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.
• This role will require the applicant to be able to work until 10:30 pm Monday to Friday with possible Saturdays/Sundays (ending at 6pm).
• 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.