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, and included on TIME Magazine's 2025 list of Canada's Best Companies. 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're looking for an experienced Team Manager, Collections to oversee and develop a team of Collectors while driving strong performance and operational excellence. This role is responsible for coaching, reporting, forecasting, and handling escalations, while also contributing individually to key performance goals and supporting continuous improvement initiatives.
A day in the life of a Team Manager, Collections:
- Lead, coach, and mentor a team of Collectors, fostering a high‑performance culture focused on accountability and continuous improvement.
- Oversee and validate accurate timekeeping for the team.
- Deliver ongoing training and development to support skill growth and career progression.
- Handle and de‑escalate complex customer complaints while maintaining a positive and professional company image.
- Conduct monthly one‑on‑one meetings to review performance, provide feedback, and set clear goals.
- Prepare and submit accurate daily productivity forecasts for the team.
- Compile detailed daily reports to monitor performance, identify trends, and highlight opportunities for improvement.
- Address minor policy issues promptly and escalate more serious concerns in line with company procedures.
- Consistently meet or exceed individual Key Performance Indicators (KPIs), setting a strong example for the team.
- Review accounts to identify potential fraudulent activity and escalate concerns to management as needed.
- Support special projects and additional assignments as directed by management
What we are looking for:
- Strong knowledge of the collections industry, including processes, best practices, and related technologies.
- At least 2 years experience in a leadership role in a contact center setting.
- Proven track record of success in collections or a comparable role.
- Demonstrated ability to lead, motivate, and develop a team to achieve and exceed performance targets.
- Excellent organizational skills with a high level of accuracy and attention to detail.
- Bilingual proficiency in French is highly desired
Why work with us?
- Leverage our RRSP match and Employee Share Purchase Plan programs.
- State of the art office, with free Company Gym, Games Room
- 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 5 personal days and two weeks paid vacation.
- For complete picture of total rewards, please click here.
We are offering a starting salary of $55,000.00/year CAD for this role, plus the opportunity to earn monthly performance bonuses.
We're committed to attracting and rewarding top talent. Our compensation ranges are thoughtfully designed to reflect market competitiveness, internal equity, and the experience and impact each candidate brings to the role.
At goeasy, we believe transparency fosters trust - and that rewarding performance with fair, competitive pay and meaningful growth opportunities is key to our success.
Should your total compensation expectations fall above the posted range, we still encourage you to apply. If selected for an interview, you'll have the opportunity to discuss this with our recruitment team, as there may be flexibility based on your background and overall fit.
This posting is for an existing vacancy within our team.
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.
