Call Center Team Manager

Purpose Access to affordable, reliable transportation is essential to leading productive work and personal lives, caring well for oneself, one’s family, and the needs of others. Through advanced analytics and technology, we can more accurately predict credit risk and provide more people with an affordable auto financing option for their next vehicle. That’s what GLS has done for over 10 years, helping more than half a million families meet and improve their transportation needs. People Join a culture of over 1,000 employees who Care Deeply and Think Boldly, driving innovation in an adaptive and positive culture that celebrates successes. We empower and reward individuals and teams who make direct, positive impacts to the business and each other, who take pride in their work and are ever-raising the bar. Growth Recognized by Inc 5000 as one of the fastest-growing private companies in America. Join GLS to grow with us! Benefits GLS offers the below great benefits for your amazing work! Competitive base pay and performance bonuses, dependent on role Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability 401K with employer match and 100% immediate vesting Paid Time Off (PTO) and paid company holidays to help you balance work and personal life Paid Volunteer Time Off (VTO) Annually Tuition Reimbursement Business casual work environment What does it mean to be an Operations Manager at GLS? The Operations Manager is responsible for the management of all aspects of their assigned team. This position will manage and execute programs, policies, and systems to improve customer experience and business processes. In addition, this position will be responsible for hiring, training, developing, and motivating a team to achieve business goals and ensure compliance with policies. How will you drive value within the organization as an Operations Manager? Oversee an assigned segment of Operations activities to monitor performance, manage overall quality and customer experience, and continuously drive process improvement. Directly supervise employees Exercise management authority concerning staffing, performance evaluations, and terminations. Review and approve employee time sheets and requests for time off. Motivate team members to ensure individual goals are met on a daily, weekly, monthly, and annual basis. Conduct monthly coaching sessions with team members based on scorecard results, phone monitoring, and side by side floor observations Review, analyze, and interpret reports to gauge team performance and develop collections call operations strategies for improvement Conduct team meetings and continuous training sessions with respective team or the department Support the development and maintenance of departmental operating procedures, including ensuring compliance with regulatory agencies, and communicate changes to team members as needed Apply policies, procedures, and guidelines appropriately and exercise sound judgment to ensure consistency and compliance with company policies and regulatory agencies Handle escalated calls and disputes and maintain professional phone etiquette skills What should you already know to be successful as an Operations Manager? Minimum of Bachelor’s degree required Minimum of three (3) years’ experience in a supervisory or leadership position in loss prevention or a related field preferred Minimum of three (3) years’ experience in a supervisory or leadership position in Operations or a related field preferred Experience with consumer lending/auto financing preferred Excellent sales/negotiations skills with an ability to think quickly in a dynamic environment to overcome objections Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business Team player that can adapt in a fast pace and changing environment Strong verbal and written communication skills Employment Requirements: Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity Remain in a stationary position up to 100% of the workday Constantly operate a computer and other standard office equipment Job functions involve sedentary to light physical effort. Physical demands range from sitting, walking, standing, or pushing or pulling materials. Work may involve exerting up to 10 pounds of force to lift, carry, push, pull, or move objects Be able to perform activities such as: viewing a computer terminal, extensive reading, bending, and kneeling Schedule: This position is full-time Regular, predictable attendance is required, including overtime hours as business demands dictate Evening and weekend work may be required as job duties demand #J-18808-Ljbffr