Director, Call Center Operations

If you are looking to join one of Canada’s fastest growing companies, goeasy Ltd. is the place for you! Recognized as one of Canada’s Most Admired Corporate Cultures, GTA’s Top 100 Employers, one of Canada’s Top 50 Fintech’s and one of North America’s Most Engaged Workplaces, we want the best and brightest to join our team.

We are a publicly traded company on the TSX with over 4000% shareholder return since 2001, goeasy operates two main business units. Accredited by the Better Business Bureau, easyfinancial is our consumer lending business that offers secured and unsecured installment loans of up to $45,000 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 2000 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.

Reporting to the Vice President, Contact Centre, goeasy is seeking to hire a Director of Call Center Operations (National Shared Services Center) to help support the overall operations for our sales, customer service and collections departments. Our ideal candidate is an action-oriented and passionate leader with exceptional expertise in the complex, multi-dimensional components of contact center support functions, including reporting and analytics, workforce management, quality assurance and training.

In this newly created role, the Director will have the ability to shape and influence how these functions will mature and function together, to  provide the backbone which underpins the exceptional customer experience our company promises and delivers to our valued customers while ultimately helping to drive bottom line performance & impacting the continued growth of a true Canadian success story.

If you thrive in a fast paced, high growth environment where you can build upon and mature processes and departments – then this is a role for you!

Key Accountabilities:

• Demonstrate leadership, knowledge and application of industry call center support processes, workforce planning, standards of practice, policies and procedures, quality improvement processes, and the goals of the organization.
• Hire the best staff within the team and monitor staff training to ensure new and existing business enablement support team members can deliver on their role-specific mandate, as well as the mission, vision and values of CX Solutions.
• Day to day management of the respective teams to develop and maintain operational programs to meet business objectives
• Foster an environment of continuous learning, employee development and innovation
• Work with the contact center leadership team to define how we can leverage innovative processes, technologies and proven industry best practices to better enable our operations front line and our deliver the highest quality services for our clients.
• Serve as the key knowledge resource and functional lead representing the call centre to internal stakeholders, with a strong understanding of all key performance metrics and their associated drivers
• Owns the continuous development and implementation of critical operating programs such as target setting, proactive goal setting for Incentive implementation, monthly bonus & incentive programs, the annual sales playbook, etc.
• Driving process improvement and technology optimization to help assist the production teams to manage to service SLAs and optimizing resourcing to meet future demand
• Own and implement our business enablement support services program, create a culture of performance excellence through business intelligence initiative implementation, monitoring and continuous improvement
• Establishes, monitors, and maintains current and future operational policies and procedures (SOPs), performance measures, metrics and production control processes.
• Conducts process mapping, analysis, and redesign to drive operational improvements
• Identify and develop processes to optimize efficiency, productivity, and work flow while ensuring compliance to internal and external controls
• Successfully lead large projects and help the operations grow and scale over time
• Participate in business reviews and help drive discussions to identify and improve outcomes
• Work with key stakeholders to determine service needs and the 3-5 year roadmap to meet the current and future requirements

Desired Skills and Experience:

• University and/or College degree with a Business focus; a post graduate degree/designation such as an MBA is desirable
• 5-8 years of leadership experience in a contact centre environment and in a business enablement support role (Workforce planning, Business Analytics, Quality and Training)
• Minimum 5 years in a senior role managing a large team
• Strong analytical and problem-solving skills (Certification and or work experience, in process engineering and/or quality management methodology (e.g. Lean, Six Sigma) is a great asset.
• Experience in financial services is an asset but not mandatory
• Experience with process engineering to positively impact the bottom line 
• Hands-on experience successfully navigating the growing complexity of a fast-growing business
• Demonstrated experience as a change champion and strong people leader
• Strong understanding of organizational development, policy development, and people practices
• Ability to think critically and apply rigour yet move with the pace of a high growth organization
• Ability to communicate with all levels of retail and corporate management
• Excellent writing skills with attention to detail and accuracy, as well as the ability to meet critical deadlines in a timely and effective manner 

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:

http://goeasy.com/careers/