Customer Service Manager

Global Lending Services•Greenville, SC

49d

About The Position

What does it mean to be a Customer Service Manager with GLS? The Customer Service 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 with policies. How will you drive value within the organization as a Customer Service Manager? Oversee an assigned segment of Operations 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 operations 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 Outsourcing managers will perform on-site visits to vendor locations to share best practices, communicate policy/process changes, participate in associate training, and conduct quality assurance and compliance reviews Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers Reconcile vendor invoicing and submit for timely payment ï· Maintain electronic records and files Perform additional assignments as required by the needs of the company or as directed by management

Requirements

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
Minimum of three (3) years' experience in a supervisory or leadership position in Operations or a related field preferred
Experience with consumer lending/auto financing preferred
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
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
Team player that can adapt in a fast pace and changing environment
Strong verbal and written communication skills
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
This position is full-time
This is an exempt level position whereby business need 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
Regular, predictable attendance is required, including overtime hours as business demands dictate
Evening and weekend work may be required as job duties demand
Must be able to travel domestically and internationally each month as necessary

Responsibilities

Manage all aspects of their assigned team
Manage and execute programs, policies, and systems to improve customer experience and business processes
Hiring, training, developing, and motivating a team to achieve business goals and ensure compliance with policies
Oversee an assigned segment of Operations 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 operations 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
Outsourcing managers will perform on-site visits to vendor locations to share best practices, communicate policy/process changes, participate in associate training, and conduct quality assurance and compliance reviews
Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers
Reconcile vendor invoicing and submit for timely payment
Maintain electronic records and files
Perform additional assignments as required by the needs of the company or as directed by management