Team Manager, Customer Service

Team Manager, Customer Service

Company: goeasy Ltd.
Location: Pickering, Ontario, Canada

Full‑time, Mid‑Senior level.

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 a complete picture of total rewards, please click here.

Day in the life of a Team Manager, Customer Service

• Manage a team of Customer Services Representatives including recruitment, onboarding, and training.
• Assist with day‑to‑day operations, and distribution of workload to the Customer Service team.
• Review individual staff performance through weekly scorecards, identifying training opportunities, and delivering required coaching.
• Create a healthy and motivating work environment and atmosphere.
• Monitor team performance and report on metrics including AHT, Call Quality, and Adherence.
• Conduct quality assurance on the team’s administrative tasks and phone calls.
• Lead weekly team meetings with direct reports to impart updates and clarify processes to drive superior customer experience.
• Engage and handle customer and/or partner escalations in real‑time over the phone.
• Provide 1:1 coaching to representatives on how to effectively de‑escalate challenging situations.
• Maximizing productivity by adjusting available staff members to the appropriate shift, and managing time & attendance.
• Support with conducting ongoing training of team members to maximize their potential.
• Deliver positive feedback, recognition, and reward to team members who consistently deliver exceptional customer experiences.
• Actively identify and pursue opportunities for ongoing enhancement of the customer experience.
• Lead initiatives to reduce call abandonment, improve First Call Resolution, and minimize service delays.
• Oversee daily queue and case management in both voice and email channels.
• Collaborate with internal departments to resolve systemic issues.
• Provide insight to leadership on customer pain points, issues, feedback, and trends.

What We Are Looking For

• At least 2 years’ leadership experience in a call center environment.
• Excellent communication and interpersonal skills with an ability to deliver constructive feedback that inspires engagement and improved performance.
• Bilingualism in French and English is an asset but not required.
• Strong organisational skills to give the team direction.
• Previous training experience would be an asset.
• Full‑time, permanent availability to work in our Pickering, ON office.
• Able to pass background checks (criminal, employment, and credit).
• Must be legally eligible to work in Canada on a full‑time basis at the time of application; we are not able to provide sponsorship.

Operational Hours

Monday to Friday – 8:00 am to 9:00 pm, Saturday 9:00 am to 5:00 pm.

Additional Requirements For Internal Candidates

• Must have been in your current role for at least 9 months.
• Have the endorsement/support of your current manager.
• Must not be currently under corrective action or within 6 months of any previous corrective action.
• Must be achieving or exceeding the required level of individual performance in your current role.

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.