Top Benefits
About the role
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 off PAID! Along with paid vacation and personal days.
-
For complete picture of total rewards please click 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.
About goeasy
goeasy Ltd. is a leading Canadian financial services company that provides non-prime leasing and lending services through our easyhome, easyfinancial and LendCare brands. Publicly traded on the TSX (GSY), goeasy has generated over 4000% shareholder return since 2001 and has provided over 1 million Canadians access to the credit they need today, when banks weren't an option. We offer a wide variety of financial products and services including lease-to-own merchandise, unsecured and secured instalment loans, direct to consumer auto loans and point-of-sale financing to over 4,000 merchants in the powersports, automotive, retail, home improvement and health sectors. With over 30 years of experience, our 2200 employees work with our customers to help them get access to the money they need today, while they rebuild their credit and graduate to prime rates. Our omni-channel model includes over 400 retail locations and digital/mobile platforms that enable our customers to transact with us through their channel of choice.
While our customers fuel our purpose, we also prioritize creating an inclusive, fun and interactive culture for our employees from coast-to-coast. As we inspire, support and elevate our employees to become their very best, we have created an unbeatable company culture that has earned us several noteworthy awards including: Canada's Most Admired Corporate Cultures by Waterstone Canada, 2019's Top Growing Companies and GTA's Top Employer of 2020 by The Globe and Mail. Our mission is to create a safe, inclusive and diverse environment for our employees and today, over 50% of our team members are females and are represented by over 70 nationalities. We are dedicated to giving back to the communities in which we live and work in through a variety of community-driven initiatives like our partnerships with BGC Canada and Habitat for Humanity Global Village. To date, we've donated over $4.2 million to initiatives that matter most to our employees and communities.
Top Benefits
About the role
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 off PAID! Along with paid vacation and personal days.
-
For complete picture of total rewards please click 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.
About goeasy
goeasy Ltd. is a leading Canadian financial services company that provides non-prime leasing and lending services through our easyhome, easyfinancial and LendCare brands. Publicly traded on the TSX (GSY), goeasy has generated over 4000% shareholder return since 2001 and has provided over 1 million Canadians access to the credit they need today, when banks weren't an option. We offer a wide variety of financial products and services including lease-to-own merchandise, unsecured and secured instalment loans, direct to consumer auto loans and point-of-sale financing to over 4,000 merchants in the powersports, automotive, retail, home improvement and health sectors. With over 30 years of experience, our 2200 employees work with our customers to help them get access to the money they need today, while they rebuild their credit and graduate to prime rates. Our omni-channel model includes over 400 retail locations and digital/mobile platforms that enable our customers to transact with us through their channel of choice.
While our customers fuel our purpose, we also prioritize creating an inclusive, fun and interactive culture for our employees from coast-to-coast. As we inspire, support and elevate our employees to become their very best, we have created an unbeatable company culture that has earned us several noteworthy awards including: Canada's Most Admired Corporate Cultures by Waterstone Canada, 2019's Top Growing Companies and GTA's Top Employer of 2020 by The Globe and Mail. Our mission is to create a safe, inclusive and diverse environment for our employees and today, over 50% of our team members are females and are represented by over 70 nationalities. We are dedicated to giving back to the communities in which we live and work in through a variety of community-driven initiatives like our partnerships with BGC Canada and Habitat for Humanity Global Village. To date, we've donated over $4.2 million to initiatives that matter most to our employees and communities.