Team Manager, Collections

goeasy; Toronto; On-site; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Team Manager, where you will lead a dynamic team of Collections Specialists. This role focuses on driving performance through effective training and coaching while fostering an engaging work environment. You will manage daily operations, set performance targets, and handle customer escalations. If you are a results-driven leader looking to make a significant impact, this is the perfect opportunity for you. Embrace the chance to grow your career in a supportive and inclusive workplace that values your contributions.

Qualifications

• Proven experience in a leadership role is essential.
• Strong communication skills for delivering feedback and coaching.

Responsibilities

• Manage day-to-day operations of the Collections team.
• Set and meet performance targets while handling customer escalations.

Skills

People Leadership

Analytical Skills

Communication Skills

Results Orientation

Job description

easyfinancial is one of Canada’s largest non-prime lenders, and we pride ourselves on helping everyday Canadians achieve their personal and financial goals through secured and unsecured loans up to $100,000, when everyone else says no.

goeasy is looking for a self-motivated and charismatic Team Manager to support a team of Collections Specialists. The Team Manager is responsible for driving individual and team results through the delivery of training and coaching from inspired leadership while enabling engagement and inspiring knowledge and skill development. This role will ensure that call center dynamics and the organization’s values are the foundations of our business practices.

If you are a results-oriented leader interested in advancing your career, join us and make your work matter.

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.
• This role will require the applicant to be able to work until 10:30 pm Monday to Friday with possible Saturdays/Sundays (ending at 6 pm).

Requirements:

• Experience in a people leadership role is mandatory.
• Collections experience is an 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 skills with an ability to deliver constructive feedback that inspires engagement and improved performance.
• Strong analytical skills with the ability to understand complex data and make recommendations for process and/or staffing changes based on customer demand for greater business efficiencies and effectiveness.

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. This means we are committed to cultivating and preserving a work culture where we celebrate who we are, where everyone feels seen and heard, and where every employee can fulfill their potential. As an equal opportunity employer, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require accommodation during any aspect of the recruitment process, and we will work with you to address your needs.

All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire. Candidates must provide schedule flexibility to ensure that the location’s hours can be covered to meet our customer’s needs – details by location will be discussed in the interview process.

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

Why should you work for goeasy?

To learn more about our great company, please click the link below:

http://goeasy.com/careers/