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Strategic Sales and Customer Service Director

2 months 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. 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 as well as 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 Achievement: Set department goals and provide guidance to Senior managers, Team Managers, and staff to successfully achieve these goals.
  • Talent Management: Manage and drive the growth and retention of talent within departments.
  • Collaboration and Communication: Collaborate with key stakeholders to develop and execute strategies and plans to meet the overall business objectives.
  • Quality and Efficiency: Establish quality and efficiency standards and ensure that these standards are measured and reviewed on an ongoing basis.
  • Departmental Goals and Objectives: Establish clearly defined department and individual goals and objectives and communicate these to associates through department meetings and performance planning.
  • Project Management: Plan and manage at both the strategic and operational levels.
  • Integration and Implementation: 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 SLA, 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
  • 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, and results-driven
  • A self-starter with an extraordinary ability to execute multiple projects under tight deadlines that drive key business results
  • Proficiency in Microsoft Office systems