Job Description

Company Information One of Canada's oldest and most respected debt solution providers. We help people and businesses get out of debt and start rebuilding their lives and businesses again. We also provide tax dispute resolution, through our team of tax lawyers and ex-CRA advisors. Established in 1979, Farber has over 250 employees in over 94 offices across Ontario, BC, Alberta, Manitoba, Saskatchewan, and Nova Scotia, having helped over 100,000 Canadians get out of debt and solve their tax disputes.

And now we're embarking on our next stage of significant growth. To do that, we need experienced, energized, and agile team members to play critical roles in helping us reach our ambitious goals so we can better serve Canadians in need.

Position Summary

If you are a motivated, sales driven professional, with a desire to lead a team and make a difference in people's lives, this may be the role for you! The primary responsibility of the Team Lead for the Centralized Debt Solutions Manager (CDSM) Team to motivate and coach a small team of Debt Solutions Managers in achieving goals while creating efficiencies and keeping business goals in mind.

This position will work closely with the Director of CDSM, and Subject Matter Experts within the firm. As a natural leader, this role will encourage an engaging environment of collaboration and professional development.

Hours of operations required: Monday to Friday: 9am - 7:00pm / Saturday- 10:00am to 5:00pm (Eastern Time).
Schedules may change from time to time depending on business needs.

Major Responsibilities

• Maintaining frequent visibility and providing leadership to each team member to ensure best practices are occurring.
• Overseeing change management and implementation of new initiatives, programs, and operational procedures.
• Measuring and coaching key KPI's including closing ratios, and pipeline management.
• Building, managing, and developing an effective and high performing team.
• Creating superior customer experience by having team members engage, listen, and understand the needs of potential clients while demonstrating compassion and empathy.
• Supporting Director of CDSM and assisting with scheduling and organizing shift patterns for other team members to ensure proper coverage.
• Answering questions from team members and helping solve problems while overseeing work to ensure quality and conformity.
• Developing, maintaining, and applying the learned knowledge of our specialized industry to support the team members.
• Promoting a strong working relationship with team members to maximize productivity and customer satisfaction.
• Listening to calls to identify opportunities for improvement and providing coaching that encourages positive communication and feedback.
• Tracking and keeping team members updated on inbound call volume, calls waiting, abandonment rate etc.
• Conducting team meetings to update members on best practices and continuing expectations.
• Other tasks and duties as assigned.

Qualifications

• Post-secondary education or related equivalent experience.
• 2+ years' experience in Sales Management within the financial industry, insolvency industry and/or sales call center setting.
• Excellent verbal, listening and written communication to compose/review various documents and speak effectively with clients, staff, and other third parties.
• High computer literacy including the ability to learn new programs.
• Great interpersonal and relationship building skills that facilitate positive outcomes and business promotional efforts.
• Excellent problem-solving skills with the ability to prioritize and manage workload demands and multiple tasks as required.
• Ability to set and meet targets and service levels of the team.
• High computer literacy including the ability to learn new programs.
• Strong organizational, analytical, and critical thinking skills.
• Highly motivated with a desire to be successful and the innate desire to motivate others in the achievement of targets and KPIs.
• Effective time management and multi-tasking skills.
• A self-starter who can prioritize with the flexibility to manage workload demands and multiple tasks as required

Compensation, Benefits, and Perks To ensure we attract and retain top talent, we offer competitive compensation and benefits which we continually review and update to meet the evolving needs of our people.

As a part of our team, you will receive:

• hybrid work arrangements
• vacation days based on experience and years of service
• wellness days
• extended health and dental coverage
• life insurance
• long-term disability
• employee contributed retirement savings plan option
• financial support for professional development
• employee Assistance Program and mental health resources
• exclusive access to perks and discounts

Our Commitment to Inclusion, Diversity, and Equity At Farber, we're in the business of helping people--and this ethos extends not only to our clients, but to our employees, partners, and the communities in which we work. Behind IDEA is our commitment to take action and to deliver an inclusive, diverse, and equitable experience for everyone. Our commitment also shapes our corporate culture and hiring practices.

Farber encourages applications from all qualified candidates who represent the diversity of Canada.

• if you require any accommodations throughout the recruitment process--including alternate interview formats, accessible materials, or any other accommodations--we encourage you to contact us at careers@farbergroup.com.

We thank all candidates for submitting their resume, however, only those selected for an interview will be contacted.