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Director, Customer Service

3 weeks ago

Pickering, Canada goeasy Full time

Embark on a journey with one of Canada's fastest growing companies - welcome to goeasy We have been honored with recognitions such as **Waterstone Canada’s Most Admired Corporate Cultures**, the **2022 Report on Business Women Lead Here**, **Report on Business for Canada’s Top Growing Companies** and **TSX30**as one of the **best performing companies on the TSX**. We've also received the **Greater Toronto Top Employers Award** and **certified as a Great Place to Work®**. We're on the lookout for the best and brightest to join our team

Our vision is to provide everyday Canadians a path to a better tomorrow, today. As one of Canada’s leading non-prime consumer lenders, we offer a full suite of products including non-prime leasing, unsecured and secured loans as well as point-of-sale-financing though easyhome, easyfinancial, and LendCare.

As Director of Customer Service, you will be responsible for setting the strategic vision, ensuring operational efficiency, and maintaining an exceptional customer experience across all touchpoints. This role will require a hands-on leader who is committed to continuous improvement, managing key service metrics, and fostering a customer-first culture throughout the organization.

**Work, Collaborate, and Commute with Ease**
- **Don’t live nearby?**No problem **We offer Highway 407 travel reimbursements**to make your**commute easier**or can offer relocation support.
- We're just **minutes** away from **Pickering GO Station**, with an internal walkway that will take you right to our building

**What will you be doing?**
- **Customer Service Strategy**: Define and execute the strategic direction for the Customer Service department to ensure exceptional service delivery, customer retention, and satisfaction.
- **Key Metrics Management**: Focus on driving key service performance metrics such as, First Call Resolution (FCR), Service Level (SL), Average Speed of Answer (ASA), Abandonment Rate, and Customer Satisfaction (CSAT). Ensure regular reporting and monitoring to identify areas for improvement.
- **Performance & Quality Management**: Establish, track, and continuously improve quality standards to enhance customer experiences. Ensure service delivery aligns with company standards, policies, and industry best practices.
- **Team Leadership & Development**: Lead, mentor, and support Senior Managers and Team Managers to foster a high-performance team culture. Develop strategies for employee engagement, training, and retention to reduce turnover and enhance productivity.
- **Continuous Improvement**: Promote a culture of continuous improvement by identifying and implementing best practices to enhance efficiency and effectiveness across customer service operations.
- **Customer-Centric Focus**: Act as the customer advocate within the organization, ensuring that customer needs and feedback are central to all operational decisions. Take ownership of customer escalations and drive timely resolutions.
- **Cross-Functional Collaboration**: Work closely with key stakeholders, including IT, marketing, and operations, to ensure seamless coordination of initiatives that enhance the customer experience and align with overall business objectives.
- **Budget & Resource Management**: Oversee the department’s budget, including resource allocation and cost control, ensuring efficient use of resources while maintaining service excellence.
- **Reporting & Analytics**: Regularly analyze customer service data to identify trends, challenges, and opportunities. Use insights to implement corrective actions and optimize operational performance.
- **Innovation & Trend Monitoring**: Stay abreast of industry trends and emerging customer service technologies. Implement innovative solutions that drive customer satisfaction and improve overall service delivery.

**What experience do you have?**
- 5+ years of leadership experience in customer service or call center operations, ideally in a senior management or director role.
- Proven track record in managing customer service teams, driving customer satisfaction, and achieving performance metrics such as NPS, FCR, ASA, and CSAT.
- Financial Services or Lending industry experience is a plus, though not required.
- Ability to analyze customer data and performance metrics to identify trends, solve problems, and drive improvement initiatives.
- Demonstrated experience in leading teams, fostering employee development, and managing performance at all levels.
- Ability to interact and collaborate effectively with cross-functional teams and executive leadership, with a strong emphasis on customer experience and service quality.
- Passionate about customer service, with a proactive and resourceful approach to problem-solving.
- Familiarity with call center software and analytics tools. Proficiency in Microsoft Office Suite is required.

This role requires on-site attendance at our LendCare office: 1315 Pickering Parkway, Pickering, ON. The company can provide Highwa