Call Center Manager

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!o   Competitive base pay and performance bonuses, dependent on roleo   Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disabilityo   401K with employer match and 100% immediate vestingo   Paid Time Off (PTO) and paid company holidays to help you balance work and personal lifeo   Paid Volunteer Time Off (VTO) Annuallyo   Tuition Reimbursement o   Parental Leave o   Business casual work environment

Who We're Looking For 

  We're looking for a hands on leader who thrives in a fast-paced, performance-driven environment. The ideal candidate is someone who enjoys coaching employees, analyzing data, driving operational improvements, and holding teams accountable while maintaining a positive culture.  

You may be a great fit if you:

• Have experience leading call center, collections, customer service, operations, or financial services teams
• Are comfortable reviewing metrics, reports, and call activity to identify performance opportunities
• Enjoy coaching employees and developing top performers
• Can effectively manage accountability, performance conversations, and employee development
• Think critically, solve problems quickly, and make sound business decisions
• Have a continuous improvement mindset and enjoy identifying ways to improve workflows, processes, and customer experiences
• Are highly organized and able to balance competing priorities in a fast-paced environment

What You'll Do

• 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

What You'll Bring

• Bachelor's degree required
• 3+ years of leadership or supervisory experience 
• Experience in collections, consumer lending, auto finance, call center operations, or financial services preferred
• 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

Best Fit

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. 2023 California Applicant Privacy NoticeGLS participates in the E-Verify program to confirm the employment eligibility of all newly hired employeesPlease visit www.glsauto.com for information about our great company and other amazing opportunities
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