Team Manager, Customer Service

Join **LendCare** — one of Canada’s fastest-growing point-of-sale financing providers and a proud part of the **goeasy** family. At goeasy, our people and culture are the heartbeat of everything we do, and we’re proud to be recognized for it. We’ve earned prestigious accolades including being named one of **Canada’s Top Growing Companies**, certified as a **Great Place to Work®**, and recognized among the **Best Workplaces for Women** and for having one of the **Most Trusted Executive Teams**, and included on **TIME Magazine’s 2025 list of Canada’s Best Companies**. These achievements speak to our commitment to building an inclusive, high-performance culture where people thrive and innovation drives us forward.

At **LendCare**, we do more than provide financing — we help Canadians access life’s essential moments. Whether it’s healthcare, home improvement, powersports or retail purchases, we deliver fast, flexible financing solutions that make it easier for people to move forward with confidence. Backed by cutting-edge technology and a customer-first mindset, we’re redefining how Canadians pay for what matters. If you’re driven to create real impact, join us and help empower people to live life on their terms — one approval at a time.

**Why work with us**?**
- Leverage our RRSP match and Employee Share Purchase Plan programs.
- Employee discounts on furniture, electronics, and appliances.
- Access 24/7 healthcare with Virtual Doctor Appointments.
- Personalize your benefits with a customizable package including options for 100% coverage.
- Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.
- Celebrate properly, with your birthday off _PAID_ Along with paid vacation and personal days.
- For complete picture of total rewards, please click here.

**Day in the life of a Team Manager, Customer Service**:

- Manage a team of Customer Services Representatives including recruitment, onboarding, and training
- Assist with day-to-day operations, and distribution of workload to the Customer Service team
- Review individual staff performance through weekly scorecards, identifying training opportunities, and delivering required coaching
- Create a healthy and motivating work environment and atmosphere
- Monitor team performance and report on metrics including AHT, Call Quality, and Adherence
- Conduct quality assurance on the team’s administrative tasks and phone calls
- Lead weekly team meetings with direct reports to impart updates and clarify processes to drive superior customer experience
- Engage and handle customer and/or partner escalations in real-time over the phone
- Provide 1:1 coaching to representatives on how to effectively de-escalate challenging situations
- Maximizing productivity by adjusting available staff members to the appropriate shift, and managing time & attendance
- Support with conducting ongoing training of team members to maximize their potential
- Deliver positive feedback, recognition, and reward to team members who consistently deliver exceptional customer experiences.
- Actively identify and pursue opportunities for ongoing enhancement of the customer experience.
- Lead initiatives to reduce call abandonment, improve First Call Resolution, and minimize service delays
- Collaborate with internal departments to resolve systemic issues
- Provide insight to leadership on customer pain points, issues, feedback, and trends

**What we are looking for**:

- At least 2 years’ leadership experience in a call center environment
- Excellent communication and interpersonal skills with an ability to deliver constructive feedback that inspires engagement and improved performance
- Bilingualism in French and English is an asset but not required
- Strong organizational skills to give the team direction
- Previous training experience would be an asset
- Full-time, permanent availability to work in our Pickering, ON office
- Able to pass background checks (criminal, employment, and credit).

**Operational Hours**:**Monday to Friday - 8:00 am to 9:00 pm, Saturday 9:00 am to 5:00 pm.
- Must have been in your current role for at least 9 months.
- Have the endorsement/support of your current manager.
- Must not be currently under corrective action or within 6 months of any previous corrective action.
- Must be achieving or exceeding the required level of individual performance in your current role.

**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. goeasy is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. As an equal opportunity employer, we are committed to providing accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help