Head of Operations **URGENT**

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.

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. oCompetitive base pay and performance bonuses, dependent on role

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

o401K with employer match and 100% immediate vesting

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

oTuition Reimbursement

oBusiness casual work environment

The Call Center Team Manager is responsible for the management of all aspects of their assigned team. This position will manage and execute programs, policies, and systems to minimize delinquency and reduce losses. In addition, this position will be responsible for hiring, training, developing, and motivating a team to achieve business goals and ensure compliance to policies.

Oversee an assigned segment of collections activities to monitor performance, manage overall quality and customer experience, and continuously drive process improvement

Exercise management authority concerning staffing, performance evaluations, and terminations

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 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

Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates, vendors, and members of management

Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company

ensure team meets service level expectations of internal and external customers

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

Experience with consumer lending/auto financing preferred

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

This is an exempt-level position whereby business needs will dictate the exact work schedule, which should be expected to vary at times. Generally, the days and hours of work are Monday through Saturday, 8:00am-8:00pm. A typical schedule includes one shift per week until 8pm and every fourth Saturday until 12pm

Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; The position does not require travel

Applicants have rights under Federal Employment Laws

Family and Medical Leave Act (FMLA)