Collections Leader

6 days ago

Cambridge, Ontario, Canada goeasy Ltd Full time

**About easyfinancial**

easyfinancial is one of Canada's largest non-prime lenders, 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.

We're looking for a self-motivated and charismatic Team Manager who can support a team of Collections Specialists. This leader will drive individual and team results through inspired leadership, training, and coaching, enabling engagement and inspiring knowledge and skill development.

The Team Manager will ensure that call center dynamics and our organization's values are the foundations of our business practices.

**Responsibilities:**

  • Set and meet performance targets
  • Manage the day-to-day operations of the Collections team
  • Review individual staff performance through monthly scorecards, identifying training needs and delivering required training and coaching for staff development
  • Handle customer escalations in a timely manner
  • Manage intraday team results and individual contributions, making necessary adjustments within a call center workforce management framework
  • Ensure timely response to waiting customers based on call arrival patterns while enabling revenue-generating opportunities

**Requirements:**

  • Experience in a people leadership role is mandatory
  • Collections experience (Asset)
  • Experience in a call center capacity is considered a strong asset
  • Ability to execute and deliver expected results within tight deadlines
  • Strong oral and written communication with an ability to deliver constructive feedback that inspires engagement and improved performance
  • Strong analytical skills with an ability to understand complex data and to make recommendations for process and/or staffing changes based on customer demand for greater business efficiencies and effectiveness

Inclusion and Equal Opportunity Employment

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 everyone feels seen and heard, and where every employee can fulfill their potential.

We are an equal opportunity employer, committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada.

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