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Collections Operations Manager

1 week ago

Cambridge, Ontario, Canada goeasy Ltd Full time

About easyfinancial

easyfinancial is a leading Canadian non-prime lender dedicated to helping everyday Canadians achieve their personal and financial goals. We pride ourselves on delivering secured and unsecured loans up to $100,000, when others say no.

Job Description:

We are seeking a self-motivated and charismatic Collections Operations Manager that can support a team of Collections Specialists. The ideal candidate will have responsibility for driving individual and team results through the delivery of training and coaching from inspired leadership while enabling engagement and inspiring knowledge and skill development.

Key Responsibilities:
  1. Set and meet performance targets for the Collections team
  2. Manage the day-to-day operations of the team, including call center dynamics and organizational values
  3. Review individual staff performance through monthly scorecards, identifying training needs and delivering required training and coaching for staff development
  4. Handle customer escalations in a timely manner, ensuring a positive experience
  5. Manage intraday team results and individual contributions, making necessary adjustments within a call center workforce management framework
  6. Ensure timely response to waiting customers based on call arrival patterns, generating revenue opportunities
Requirements:
  1. Experience in a people leadership role is mandatory
  2. Collections experience (Asset) with a proven track record of success
  3. Experience in a call center capacity is considered a strong asset
  4. Ability to execute and deliver expected results within tight deadlines
  5. Strong oral and written communication skills with an ability to deliver constructive feedback that inspires engagement and improved performance
  6. Strong analytical skills with an ability to understand complex data and make recommendations for process changes