Senior Call Center Manager

Global Lending Services-posted 3 months ago

Full-time • Mid Level

Tempe, AZ

1,001-5,000 employees

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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.

Mentor 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-paced 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

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

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