Call Center Manager

Job Description

Job Description

Why GLS?

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!

o   Competitive base pay and performance bonuses, dependent on role

o   Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability

o   401K with employer match and 100% immediate vesting

o   Paid Time Off (PTO) and paid company holidays to help you balance work and personal life

o   Paid Volunteer Time Off (VTO) Annually

o   Tuition Reimbursement

o   Parental Leave

o   Business casual work environment

What does it mean to be an Operations Manager with 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 to policies. 

 

 

How will you drive value within the organization as an Operations Manager?

• Oversee an assigned segment of Operations activities to monitor performance, ensure high-quality service, operational efficiency, and positive customer experiences
• Analyze reports, call outputs, and performance metrics to identify compliance risk, strategy improvements, and assess effectiveness
• Lead and support team members through regular coaching and training to ensure professionalism, compliance, and alignment with quality assurance requirements
• Identify opportunities to improve workflows, call logic, scripts, and operational processes, and partner with vendors and internal teams to implement enhancements
• Directly supervise employees, including:
• 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
• Handle escalated customer calls and ensure appropriate escalation pathways exist, while resolving issues professionally and within compliance
• Assist with the development, testing, and implementation of new operational tools, features, and process improvements that support business objectives
• Collaborate with other departments and external vendors to ensure operational processes and automated interactions meet regulatory and quality standards
• Ensure cross-functional partners understand system capabilities, processes, and enhancements io improve functionality
• Support the development and maintenance of operating procedures, including regulatory compliance, and ensure changes are communicated and implemented effectively
• Maintain accurate documentation, records, and reporting related to operational activities, workflows, vendor interactions, training, and quality assurance
• Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates, vendors, and members of management
• Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers
• Perform additional assignments as required by the needs of the company or as directed by management

What should you already know to be successful as an Operations Manager?

• Minimum of Bachelor’s degree required
• 2-4 years’ experience in a supervisory or leadership position
• 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
• Strong verbal and written communication skills
• 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
• Proficient computer skills with working knowledge of standard business applications; ability to quickly learn new computer applications as necessary
• Team player that can adapt in a fast pace and changing environment
• Commitment to exemplifying the organizational core values and key competencies
• Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching and feedback to assigned staff
• Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities

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 

2023 California Applicant Privacy Notice

GLS participates in the E-Verify program to confirm the employment eligibility of all newly hired employees

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Family and Medical Leave Act (FMLA) 

Equal Employment Opportunity (EEO) 

Employee Polygraph Protection Act (EPPA)