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Customer Service Manager - Call Centre


Customer Service
Mississauga, Ontario

easyfinancial services is looking for a self-motivated and charismatic Team Manager that can support a team of Financial Service Representatives, Customer Service Representatives and Customer Resolution Specialists through the effective use of resources.  The Team Leader has responsibility for driving individual and team results through the delivery of training and coaching from inspired leadership while enabling engagement and inspiring knowledge and skill development. The Team Leader will ensure that call center dynamics and the organization’s values are the foundations of our business practices.

If you are a resulted-oriented leader interested in advancing your career, join us and make your work matter.

Team Manager

 Responsibilities:

  • 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

  Requirements:

  • 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
  • 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

 

Get ready to goeasy! goeasy Ltd. is one of Canada’s fastest growing and exciting businesses. Under the easyfinancial services banner, we are a leading provider of financial products and services, including unsecured consumer loans, mortgages, prepaid cards and credit repair products that cater to underserved Canadians that do not have access to products and services from traditional financial institutions. Collectively operating under the goeasy Ltd. umbrella, the organization is publicly traded on the Toronto Stock Exchange with revenue of approximately $200 million per year from over 200 retail locations across Canada and 1600 employees.

Inclusion and Equal Opportunity Employment

goeasy is an equal opportunity employer. In addition, goeasy is committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada.   Please let us know if you require an accommodation due to a disability 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.  Candidates must provide schedule flexibility to ensure that the location’s hours can be covered to meet our customer’s needs – details by location will be discussed in the interview process. 

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

 

Why should you work for goeasy?

To learn more about our great company please click the links below:

goeasy Employee Video

http://goeasy.com/careers/

 

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