Senior Call Center Manager
Posted about 1 month ago
What does it mean to be a Senior Operations Manager at GLS?
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Mentor and motivate the assigned operational team(s) for the company to ensure company goals are achieved:
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Develop and grow the assigned team to meet business needs, and maintain a departmental structure sufficient to meeting organizational goals and objectives
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Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations
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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
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Facilitate regularly scheduled team meetings to build communication and allow for training and discussion on departmental and company matters
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Consistently track, coach, and manage performance of team members, including coordination of work assignments, to meet and exceed company volume and quality expectations
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Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business
- 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; ensure team meets service level expectations of internal and external customers
- Establish and track monthly objectives for assigned customers base
- Ensure department level procedures are adequately developed, documented, trained, and followed to ensure proper quality
- Manage workflows and growth of team with a focus on increasing efficiency, enhancing processing, and optimizing results
- Create a highly engaging work environment to attract, develop, and retain talent
- Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management
Other open roles at Global Lending Services(6)
Our mission. With our customers at the heart of all we do, we innovate through technology and advanced analytics to make transportation more accessible and affordable. Together, let’s drive life forward. Ready to make a difference? Teamwork, collaboration, and entrepreneurial spirit aren’t just good ideas to us, they are integral parts of our culture. We are a fast-paced, high-performing, and driven team that rewards top talent while providing a great place to work and grow your career. At GLS, your ideas and contributions become solutions and products. Join us as we care deeply and think boldly to improve the lives of our customers. Access to affordable credit and reliable transportation can be lifechanging. That’s what we do. Ranked among the 5000 fastest growing companies in the US by Inc. Magazine We hold ourselves to the highest ethical and moral standards in everything we do. We seek out innovative solutions, grounded in data and analytics, to create value for our customers. We support each other to create an inclusive environment for all. For more information please see our website: https://GLSauto.com
Key team members
Jeffry Clarke
Carl Williams
Julia Hardcastle-Leitch
David Goldberg
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