Customer Service Call Center Manager at Global Lending Services

Tempe, Arizona, United States

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Financial Services, Auto FinancingIndustries

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

Skills

Key technologies and capabilities for this role

Team ManagementHiringTrainingEmployee DevelopmentPerformance MotivationDelinquency ManagementLoss ReductionProgram ExecutionPolicy ManagementComplianceCustomer ServiceCall Center Operations

Questions & Answers

Common questions about this position

What compensation and benefits does GLS offer?

GLS offers competitive base pay and performance bonuses, dependent on role, along with medical, dental, vision, telemedicine, supplemental insurance, long-term and short-term disability, 401K with employer match and 100% immediate vesting, PTO, paid holidays, paid VTO, tuition reimbursement, and parental leave.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What skills or experience are required for the Call Center Team Manager role?

The role requires strong management skills for overseeing collections activities, supervising employees including staffing, performance evaluations, and terminations, motivating teams, conducting coaching sessions, analyzing reports, and developing strategies, along with experience in training and ensuring compliance.

What is the company culture like at GLS?

GLS has a culture of over 1,000 employees who Care Deeply and Think Boldly, driving innovation in an adaptive and positive environment that celebrates successes, empowers and rewards individuals and teams for positive impacts, and features a business casual work environment.

What makes a strong candidate for this Call Center Team Manager position?

Strong candidates will have experience managing teams in collections, with skills in hiring, training, motivating employees, analyzing performance reports, conducting coaching, and driving process improvements to achieve business goals and ensure compliance.

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.

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