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The Call Center Team Manager oversees collections activities, monitors performance, and drives process improvements to minimize delinquency. They are responsible for supervising, training, and motivating a team to achieve business goals while ensuring compliance with company policies.
Requirements
Candidates must have a minimum of a Bachelor's degree and at least three years of supervisory experience in loss prevention or a related field. Strong interpersonal, communication, and analytical skills are required to effectively manage team performance and handle escalated customer issues.
Full 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!
oCompetitive base pay and performance bonuses, dependent on role
o401K with employer match and 100% immediate vesting
oPaid Time Off (PTO) and paid company holidays to help you balance work and personal life
oPaid Volunteer Time Off (VTO) Annually
oTuition Reimbursement
oParental Leave
oBusiness casual work environment
What does it mean to be a Call Center Team Manager with GLS?
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.
\nHow will you drive value within the organization as a Call Center Team Manager?
Oversee an assigned segment of collections activities to monitor performance, manage overall quality and customer experience, and continuously drive process improvement
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
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
Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers
What should you already know to be successful in the role?
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
Excellent oral and written communication skills
Team player that can adapt in a fast pace and changing environment
Employment Requirements:
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
Talk and hear to exchange accurate information
Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading
Providing auto finance solutions for franchise dealers and their customers.
Industry
Financial Services
Company size
1,001-5,000 employees
Founded
2011
Headquarters
Greenville, South Carolina
LinkedIn followers
16,760
Total funding
$500M
Our mission.
With our customers at the heart of all we do, we innovate through technology and advanced analytics to make transportation more accessible and affordable.
Together, let’s drive life forward.
Ready to make a difference?
Teamwork, collaboration, and entrepreneurial spirit aren’t just good ideas to us, they are integral parts of our culture.
We are a fast-paced, high-performing, and driven team that rewards top talent while providing a great place to work and grow your career. At GLS, your ideas and contributions become solutions and products.
Join us as we care deeply and think boldly to improve the lives of our customers. Access to affordable credit and reliable transportation can be lifechanging. That’s what we do.
Ranked among the 5000 fastest growing companies in the US by Inc. Magazine
We hold ourselves to the highest ethical and moral standards in everything we do. We seek out innovative solutions, grounded in data and analytics, to create value for our customers. We support each other to create an inclusive environment for all.
For more information please see our website: https://GLSauto.com
Offices: 1200 Brookfield Blvd, Suite 300, Greenville, South Carolina 29607, US · 301 W Warner Rd, Suite 115, Tempe, Arizona 85284, US
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