Strategic Sales and Customer Service Director

4 weeks ago

Mississauga, Ontario, Canada goeasy Full time
About the Opportunity

goeasy Ltd. is seeking a visionary leader to oversee the 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 guidance, vision, and leadership to key stakeholders on all aspects of Call Center Operations and Sales tactics for online lending.

Key Responsibilities:

  • Determine the strategic direction of the Sales and Customer Service Departments to ensure efficient and effective operations of all programs and 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.
  • Plan and manage 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 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.

This is an on-site role out of our corporate office at 33 City Center Drive, Mississauga.

Internal Applicants: please apply through the link and provide written endorsement from your current manager.

Why goeasy?

In keeping with our mission to create better tomorrows for our employees, each year goeasy commits to continuously enhancing its total rewards. Here are some of the perks we offer...

  • Annual bonus that rewards your hard work and dedication (STIP) and Long Term Incentive Plan (LTIP).
  • Employee discounts on furniture, electronics, and appliances.
  • MAT & PAT leave top-up.
  • Expand your financial knowledge through engaging Financial Literacy Learning opportunities.

Health and Lifestyle:

  • Enjoy company-paid volunteer days to give back to the community.
  • Access 24/7 healthcare with Virtual Doctor Appointments.
  • Benefits Co-pay plan.
  • Stay fit and energized with exclusive access to our on-site private gym at our head office.

Employee Perks:

  • Fuel your growth with the Tuition Assistance Program.
  • Double the impact of your generosity with Company Matched Charitable Donations.
  • 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.

Diversity, Inclusion, and Equal Opportunity Employment:
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.

Additional Information:
All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire. We thank all interested applicants, however we will only be contacting those for interview who possess the skills and qualifications outlined above.

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