Senior Leader, Customer Service Operations

goeasy Ltd

Mississauga

On-site

CAD 110,000 - 170,000

Full time

10 days ago

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Benefits offered by this job

RRSP match

Employee Share Purchase Plan

Office gym

Employee discounts

24/7 healthcare

Customizable benefits

Job summary

goeasy's state-of-the-art contact center in Mississauga is seeking a Senior Manager, Customer Service Operations to lead the day-to-day frontline team and ensure timely, high-quality support across all interactions. This role blends people leadership with operational discipline, performance management, and escalation leadership to elevate the customer experience.

You will use customer feedback, data, and frontline insights to drive improvements, partner with cross-functional teams, and build a

Qualifications

5 to 10 years of experience in customer service operations or related field.
Proven ability to coach and develop leaders and frontline teams.
Strong knowledge of contact centre metrics, SLAs, and workforce management.
Experience handling complex escalations with customer-centric focus.
Post-secondary education in Business, Operations, or related field preferred.

Responsibilities

Lead and oversee day-to-day Customer Service operations, ensuring calls, emails, and other interactions are handled efficiently and with quality.
Establish performance expectations, routines, and accountability to drive customer focus and operational performance.
Own and monitor key KPIs, including service levels, response times, adherence, productivity, and volumes.
Lead escalation management and ensure timely, thoughtful communication with customers.