Team Manager- Collections

3 weeks ago

Mississauga, Canada goeasy Full time

**easyfinancial** is one of Canada’s largest non-prime lenders, we pride ourselves on everyday Canadians achieve their personal and financial goals through secured and unsecured loans up to $75,000, when everyone else says no.

goeasy is looking for a self-motivated and charismatic Team Manager that can support a team of Collections Specialists. The Team Manager 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 Manager 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**:

- 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
- 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)

**Requirements**:

- 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
- 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

At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. This means that we are committed to cultivating and preserving a work culture where we celebrate who we are, where everyone feels seen and heard and where every employee can fulfill their potential. As an equal opportunity employer, we are 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 during any aspect of the recruitment process and we will work with you to address your needs.

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