Director, Sales & 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.

About the Opportunity

Goeasy Ltd. Is seeking an individual with proven strategic and analytical thought leadership to oversee our Call Center Operations located in Hamilton, Ontario.  You will be responsible to provide strategic leadership, vision and guidance to the executive team on all aspects of Call Center Operations and Sales tactics for online lending; create and maintain an environment of peak performance that maximizes customer growth. In addition, you will be accountable for their respective business unit, and for achieving financial goals and targets.

Responsibilities:

• Determines the strategic direction of the Centre to ensure efficient and effective operations of all programs (Customer Service, Retention Complaint Management and Sales within the site.)
• Manages and controls the expenses and budget of the Centre to ensure profitable operations.
• Sets department goals and provides guidance to the Senior managers, Team Managers and staff to successfully achieve these goals.
• Interfaces with key stakeholders to develop and execute strategies and plans to meet the overall business objectives.
• Shares key centre opportunities, potential risks, and issues that might impact the health of the overall portfolio and/or the centre as a whole.
• Develops and aligns workforce strategies to address key business plans and facilitate organizational change initiatives.
• Establishes quality and efficiency standards and ensures that these standards are measured and reviewed on an ongoing basis.
• Establishes clearly defined department and individual goals and objectives and communicates these to associates through department meetings and performance planning.
• Plans and manages at both the strategic and operational levels.
• Ensures seamless integration, conversion, and implementation of key projects in the business.
• Coordinates and review proposals for new services.
• Engages stakeholders in strategic discussion regarding services, emerging trends, and legislative issues.
• Provide leadership and project level management in the planning, evaluation, design, development, implementation, operation and control in the department.
• Manage vendor relationships to ensure ongoing delivery and operational support of high quality, cost effective solutions
• Collaborate with marketing teams to develop and implement company’s social and mobile strategy
• Partner with Sales and Operations to enhance our forecasting and reporting tools
• Act as the industry subject matter expert for all business activities
• Manage key drivers behind revenue and gross margin, including: volume, funding rates, Revenue and unit targets, ancillary product sales, and other metrics that drive the business profitability.
• Manage Telephony Metrics, including:  SL, Abandonment rate, ASA, Customer Experience, etc

Qualifications:

• 5+ years at a Senior Manager Director Level position – or equivalent
• 5+ Call Centre operations – or equivalent
• University Degree MBA preferable
• Ability to partner, collaborate and communicate well with executive leadership (both technical and non-technical).
• Passionate about the Customer and Sales with a demonstrated track record of visionary execution.
• Keen understanding of the most recent trends within the industry.
• Excellent oral and written communication skills and ability to interact and understand
• Hands on. Passionate. Creative. You get things done.
• A self-starter with an extraordinary ability to execute multiple projects under tight deadlines that drive key business results.

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. 

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&feature=youtu.be/?utm_source=GoEasy&utm_medium=InternalRef&utm_campaign=GoEasyBodyCareersVideo

http://goeasy.com/careers/

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