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Director of National Sales and Customer Service
1 month ago
goeasy Ltd. is seeking a strategic and analytical leader to oversee the Sales and Customer Service Departments in our Call Centers located in Mississauga, Ontario, and Montreal, Quebec. As Director of National Sales and Customer Service, you will be responsible for providing strategic leadership, vision, and guidance to key stakeholders on all aspects of Call Center Operations and Sales tactics for online lending. Your primary goal will be to create and maintain an environment of peak performance that maximizes customer growth and retention.
Key Responsibilities- 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.
- Manage and control the expenses and budget of the Sales and Customer departments to ensure profitable operations.
- Set department goals and provide guidance to Senior managers, Team Managers, and staff to successfully achieve these goals.
- Manage and drive the growth and retention of talent within departments.
- Collaborate with key stakeholders to develop and execute strategies and plans to meet the overall business objectives.
- Share key center opportunities, potential risks, and issues that might impact the health of the overall portfolio and/or the center as a whole.
- Develop and align workforce strategies to address key business plans and facilitate organizational change initiatives.
- Establish quality and efficiency standards and ensure that these standards are measured and reviewed on an ongoing basis.
- Establish clearly defined department and individual goals and objectives and communicate these to associates through department meetings and performance planning.
- Plans and manages at both the strategic and operational levels.
- Ensure seamless integration, conversion, and implementation of key projects in the business.
- Coordinate and review proposals for new services.
- Engage stakeholders in strategic discussion regarding services, emerging trends, and legislative issues.
- Manage vendor relationships to ensure ongoing delivery and operational support of high-quality, cost-effective solutions.
- Manage key drivers related to Customer Service, including SL, Abandonment rate, ASA, Customer Experience, etc.
- 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. You get things done.
- A self-starter with an extraordinary ability to execute multiple projects under tight deadlines that drive key business results.
- Proficiency in Microsoft Office systems.
