Lead Collections Manager, Performance Optimization

6 days ago


Cambridge, Ontario, Canada goeasy Ltd Full time

At goeasy Ltd, we are dedicated to helping everyday Canadians achieve their personal and financial goals through secured and unsecured loans up to $100,000. As a self-motivated and charismatic Lead Collections Manager, you will play a crucial role in driving individual and team results through the delivery of training and coaching from inspired leadership.

The ideal candidate will have experience in a people leadership role, with a strong background in collections (Asset) and call center operations. You will be responsible for managing the day-to-day operations of the Collections team, reviewing individual staff performance through monthly scorecards, and identifying training needs and delivering required training and coaching for staff development.

A key aspect of this role is handling customer escalations in a timely manner, while ensuring timely response to waiting customers based on call arrival patterns and enabling revenue-generating opportunities. The successful candidate will also be able to work until 10:30 pm Monday to Friday with possible Saturdays/Sundays, ending at 6pm.

To be successful in this position, you will need strong oral and written communication skills, with an ability to deliver constructive feedback that inspires engagement and improved performance. Additionally, you will require strong analytical skills to understand complex data and make recommendations for process and/or staffing changes based on customer demand for greater business efficiencies and effectiveness.

We are committed to cultivating and preserving a work culture 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.

This is a challenging yet rewarding role that requires flexibility and adaptability. If you are a results-oriented leader interested in advancing your career, we encourage you to apply. Please note that all candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.



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