Senior Call Center Manager
Global Lending ServicesTempe, AZ, US9 days ago
Job type
- Full-time
Job descriptionMentor and motivate the assigned operational team(s) for the company to ensure company goals are achieved Develop and grow the assigned team to meet staffing and business forecasts and maintain a structure sufficient to meet organizational goals and objectives Monitor associate productivity, quality of customer interactions, and other appropriate metrics to ensure performance expectations are achieved; provide meaningful and timely performance coaching and feedback to assigned staff as necessary Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company Partner with the Information Technology and Analytics teams to leverage technology and data to streamline processes, enhance the customer experience, improve quality, and eliminate waste Drive innovative solutions to improve the customer experience Minimum of bachelor's degree required Minimum of five (5) years' experience in auto finance operations or similar industry required Minimum of three (3) years' experience building and leading teams and managers required, including the ability to hire, develop, and motivate people to build a highly engaged and high-performing team Excellent critical thinking, problem-solving, and decision-making skills Demonstrated ability to establish and enhance processes and leverage technology to improve business results 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 Strong verbal and written communication skills Team player that can adapt in a fast-pace and changing environment Proficient computer skills with working knowledge of internet and standard business applications; ability to quickly learn new computer applications as required 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 Ability to think strategically and deliver tactically Commitment to exemplifying the organizational core values and key competencies Remain in a stationary position up to 50% of the workday Constantly operate a computer and other standard office equipment Talk and hear to exchange accurate information The position does require travel, up to 10% This is an exempt level position whereby business need will dictate the exact work schedule which should be expected to vary at times. Generally, days and hours of work are Monday through Friday, 8 : 00am-6 : 00pm
Senior Call Center Manager
Tempe, Arizona
Collections / Full-Time / On-site
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!
- 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
- Parental Leave
- Business casual work environment
What does it mean to be an Senior Operations Manager at GLS?
At GLS, our Senior Operations Managers are responsible for managing, building, and leading an assigned operational team, as well as managing Operations in accordance with company policy. They are also responsible for actively participating in the development of the organization's strategic direction and executing on the strategy as it relates to the assigned operational team.
How will you drive value in the organization as an Senior Operations Manager?
What should you already know to be successful as an Senior Operations Manager?
Employment Requirements :
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Call Center Manager • Tempe, AZ, US
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