Senior Manager, Customer Service (Call Center)

If you are looking to join one of Canada’s fastest growing companies, goeasy Ltd. is the place for you! A publicly traded company on the TSX with over 4000% shareholder return since 2001, goeasy operates two main business units. easyfinancial is our consumer lending business that offers secured and unsecured installment loans of up to $25,000 and easyhome is Canada’s largest merchandise lease-to-own company. It is our mission to provide everyday Canadians the chance for a better tomorrow, today by giving them access to the credit they need and by offering them a second chance when they have been turned down by banks and traditional lenders. With a retail network of nearly 400 locations across Canada and over 1700 employees, we are able to build lasting relationships with our customers as we help them rebuild their credit and graduate towards prime rates and a brighter financial future.

Easyfinancial services is looking for a self-motivated, high performing and charismatic Senior Manager that can lead and manage a team of Customer Service, Complaints Resolution and Quality Representatives to reach and exceed performance metrics. The Senior Manager has the  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. As the Senior Manager, Customer service you 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.

 Responsibilities:

• Determines the strategic direction of the Service Team
• Sets department goals and provides guidance to the Team Managers and staff to successfully achieve these goals.
• Lead and Motivate the Team Managers to ensure customer experience is paramount, while reaching and exceeding all service related metrics (Service and telephony KPI’s)
• Set strategic performance targets to ensure Customer Experience is prioritized, while also maintaining strong understanding and facilitation of cross sales, referrals, reducing customer turnover, etc.
• Manage the day-to-day operations of the National Shared Services Centre
• Review individual staff performance through scorecard review, training, one on one coaching, etc.
• Identify training needs and ensure optimal plans are in place to meet training objectives
• Manage intraday team results and individual contributions, making necessary adjustments within a call center workforce management framework

  Requirements:

• 3-5 Years experience in a similar role   
• Post Secondary Education preferred
• Proven track record as a strategic manager, consistently meeting or exceeding targets
• Excellent mentoring, coaching and leadership skills
• Experience in a people leadership role is a strong 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
• 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

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:

https://www.youtube.com/watch?v=0KqktwVltck

http://goeasy.com/careers/

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