Call Center Team Manager at Global Lending Services

Tempe, Arizona, United States

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Lending, Auto FinanceIndustries

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

Responsibilities

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 exercising 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
Manage and execute programs, policies, and systems to minimize delinquency and reduce losses
Hire, train, develop, and motivate a team to achieve business goals and ensure compliance to policies

Skills

Call Center Management

Team Leadership

Hiring

Employee Training

Performance Management

Compliance

Delinquency Management

Global Lending Services

Provides auto loans and financing solutions

About Global Lending Services

Global Lending Services (GLS) provides auto loans to customers in Idaho and across the United States, focusing on making vehicle ownership accessible and affordable. The company uses real-time decision-making technology to approve loans quickly, working with over 13,000 dealerships to streamline the car buying process. GLS stands out by serving individuals with less-than-perfect credit, ensuring everyone has a fair chance to secure financing. The goal of GLS is to offer inclusive credit solutions while maintaining strong customer service and ethical business practices.

Greenville, South CarolinaHeadquarters

2011Year Founded

VENTURE_UNKNOWNCompany Stage

Automotive & Transportation, Financial ServicesIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Disability Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Paid Volunteer Time Off

Professional Development Budget

Parental Leave

Risks

Odessa's entry into the market increases competition for GLS.

Chase's partnership with CarGurus may attract GLS's potential customers.

AI advancements by competitors could pressure GLS to upgrade its technology.

Differentiation

GLS offers real-time loan approvals, enhancing the car buying process efficiency.

The company partners with over 13,000 dealerships, ensuring widespread access to financing.

GLS focuses on subprime lending, providing opportunities for customers with less-than-perfect credit.

Upsides

GLS raised $325.6 million, indicating strong investor confidence and growth potential.

Increased demand for online auto financing platforms aligns with GLS's digital strategy.

AI trends in auto financing offer GLS opportunities to enhance its decision-making technology.

Land your dream remote job 3x faster with AI

Try Jobo Free