Senior Sales and Customer Service Director

3 weeks ago

Mississauga, Ontario, Canada goeasy Full time
About the Opportunity

goeasy Ltd. is seeking a seasoned professional to lead our Sales and Customer Service Departments in our Call Centers located in Mississauga, Ontario and Montreal, Quebec. As a key member of our leadership team, you will be responsible for providing strategic direction, vision, and guidance to key stakeholders on all aspects of Call Center Operations and Sales tactics for online lending.

Key Responsibilities
  • Strategic Leadership: Determine the strategic direction of the Sales and Customer Service Departments to ensure efficient and effective operations of all programs and drive continuous improvement.
  • Financial Management: Manage and control the expenses and budget of the Sales and Customer departments to ensure profitable operations.
  • Goal Setting and Performance Management: Set department goals and provide guidance to Senior managers, Team Managers, and staff to successfully achieve these goals.
  • Quality and Efficiency Standards: Establish quality and efficiency standards and ensure that these standards are measured and reviewed on an ongoing basis.
  • Project Management: Ensure seamless integration, conversion, and implementation of key projects in the business.
  • Vendor Management: Manage vendor relationships to ensure ongoing delivery and operational support of high-quality, cost-effective solutions.
  • Customer Service Metrics: Manage key drivers related to Customer Service, including SL, Abandonment rate, ASA, Customer Experience, etc.
Requirements
  • 5+ years at a Senior Manager or Director Level position – or equivalent.
  • 5+ years of Call center operations experience.
  • Prior experience in the Financial Services industry would be an asset but not required.
  • University Degree MBA preferable.
  • Ability to analyze data, identify trends, and develop and execute strategies to solve challenges.
  • 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.
  • A self-starter with an extraordinary ability to execute multiple projects under tight deadlines that drive key business results.
  • Proficiency in Microsoft Office systems.
What We Offer
  • Employee discounts on furniture, electronics, and appliances.
  • Enjoy company-paid volunteer days to give back to the community.
  • Access 24/7 healthcare with Virtual Doctor Appointments.
  • Stay fit and energized with exclusive access to our on-site private gym at our head office.
  • Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.
  • Enjoy a state-of-the-art office space with perks like a games room, a healthy snack program, a fitness studio, free gated parking, and more.
About goeasy

goeasy Ltd. is a publicly traded company on the TSX with over 4000% shareholder return since 2001. We operate two main business units: easyfinancial, our consumer lending business, and easyhome, Canada's largest merchandise lease-to-own company. Our mission is to provide everyday Canadians with access to the credit they need and a second chance when they have been turned down by banks and traditional lenders.

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