Call Center Manager

Global Lending Services • Greenville, SC

4d • Onsite

About The Position

GLS is seeking a hands-on leader who thrives in a fast-paced, performance-driven environment to join our team as a Call Center Manager. The ideal candidate is someone who enjoys coaching employees, analyzing data, driving operational improvements, and holding teams accountable while maintaining a positive culture. This role is ideal for a leader who enjoys developing people, using data to drive decisions, improving processes, and creating accountability. The strongest candidates have experience leading frontline operations teams in collections, lending, financial services, or high-volume customer contact environments and have a proven track record of improving team performance while delivering exceptional customer experiences.

Requirements

• Bachelor's degree required
• 3+ years of leadership or supervisory experience
• Strong coaching, employee development, and performance management skills
• Ability to influence others and navigate difficult conversations professionally
• Strong analytical, problem-solving, and decision-making abilities
• Excellent communication and organizational skills
• Proficiency with Microsoft Office and other business systems

Nice To Haves

• Experience in collections, consumer lending, auto finance, call center operations, or financial services preferred

Responsibilities

• Lead, coach, and develop a team to achieve performance, quality, and service goals
• Conduct regular coaching sessions, call reviews, and performance discussions
• Monitor reports, call activity, and operational metrics to drive results
• Handle escalated customer situations and support issue resolution
• Identify opportunities to improve processes, workflows, scripting, and operational efficiency
• Partner with internal teams and vendors to support business objectives and compliance requirements
• Manage employee performance, attendance, scheduling, and time-off approvals
• Ensure adherence to company policies, procedures, and regulatory requirements

Benefits

• 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
• Paid Volunteer Time Off (VTO) Annually
• Tuition Reimbursement
• Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Manager