Senior Manager, Operational Excellence & Customer Care

goeasy Ltd; Mississauga; On-site; CAD 85,000 - 110,000; Full time

Job summary

goeasy Ltd is seeking a Senior Manager, Operational Excellence & Customer Care to lead a high-performing customer service team within its contact center. This role emphasizes performance metrics, quality assurance, and operational efficiency, aiming to deliver exceptional customer experience. The ideal candidate will possess strong leadership and analytical skills, with a proven history of managing KPIs and operational frameworks.

Benefits

RRSP match

Employee Share Purchase Plan

Employee discounts on various products

24/7 healthcare access

Customizable benefits package

Paid birthday off

Paid vacation and personal days

Qualifications

• 5-7 years of experience in Contact Centre management.
• Strong understanding of contact centre technologies.
• Experience with operational improvement frameworks.

Responsibilities

• Lead and develop a high-performance customer service team.
• Oversee day-to-day operations and workforce planning.
• Champion continuous improvement methodologies like Lean and Six Sigma.

Skills

Leadership

Analytical thinking

Operational improvement

Problem-solving

Education

Post-secondary degree or diploma

Tools

CRM Systems

WFM Tools

QA Tools

Job description

Our state-of-the-art contact center is the heartbeat of goeasy — proudly supporting our easyfinancial and easyhome brands across Canada. Join one of the country’s fastest-growing companies and be part of something extraordinary. Welcome to goeasy!

At goeasy, our people and culture are at the heart of everything we do — and we’re proud to be recognized for it. We’ve been named one of Canada’s Top Growing Companies, Greater Toronto Top Employers, and we’re honored to have received Canada’s Most Admired Corporate Cultures award. We’re also certified as a Great Place to Work, recognized among the Best Workplaces for Women, and celebrated for having one of the Most Trusted Executive Teams. These accolades reflect our ongoing commitment to creating an inclusive, high-performance culture where people thrive and innovation leads the way.

Our contact center plays a vital role in supporting over 400 retail locations across the country, helping Canadians reach their personal and financial goals. Through specialized, high-impact teams, we deliver the expert service, care, and support that fuel goeasy’s success.

We are seeking a results-driven and strategic Senior Manager, Operational Excellence & Customer Care to lead a high-performing customer service team while driving continuous improvement across contact centre operations. This role blends frontline leadership with a deep focus on performance metrics, quality assurance, and operational efficiency to deliver outstanding customer experiences at scale.

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 offPAID! Along with paid vacation and personal days.

• For complete picture of total rewards pleaseclick here

What will you do as the Senior Manager, Operational Excellence and Customer Care:

• Lead by example in developing a high-performance culture grounded in operational excellence and customer service satisfaction.
• Own key contact centre functions including KPI management, Quality Assurance (QA), and workflow optimization
• Set clear performance expectations and KPI targets, conduct regular one-on-ones, and support career development within the team.
• Oversee day-to-day operations, including workforce planning, schedule adherence, and real-time workflow management.
• Use data to drive operational insights, uncover root causes, and lead process improvements that improve performance and reduce friction for both customers and employees.
• Champion continuous improvement methodologies (Lean, Six Sigma, etc.) to enhance service delivery and reduce inefficiencies.
• Manage customer escalations and ensure timely, empathetic resolution aligned with brand standards.
• Foster a highly engaged workforce with a culture of integrity, recognition, innovation and high performance.
• Partner with cross-functional teams to implement operational changes or system enhancements.
• Monitor daily, weekly, and monthly performance dashboards; interpret trends and recommend data-backed actions.
• Partner with technology and analytics teams to improve system performance, automation, and reporting capabilities (CRM, WFM, knowledge base, etc.).

What will you need to work with us:

• Post-secondary degree or diploma required and/or relevant Contact centre experience
• 5-7 years of experience working in a Contact Centre people management
• Proven success managing KPIs, SLA adherence, QA programs, and contact centre workflows.
• Strong understanding of contact centre technologies including CRM, telephony, WFM, QA tools, and analytics platforms.
• Experience with operational improvement frameworks (Lean, Six Sigma, etc.) is a strong asset.
• Prior expertise in driving employee engagement, and performance and decrease turnover
• Strong leadership development skills
• Experience managing financial reports and profit & loss
• Demonstrated ability to implement and develop strategies, build action plans, and set goals
• Strong ability to troubleshoot problems
• Strong analytical, problem-solving and decision-making capabilities

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 us remove barriers so that you can participate throughout the interview process. Please let the talent acquisition team know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.

Additional Information: All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.

We thank all interested applicants; however, we will only be contacting those for interview who possess the skills and qualifications outlined above.