Escalations Manager

Job Description

Job Description

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 role

o Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability

o 401K with employer match and 100% immediate vesting

o Paid Time Off (PTO) and paid company holidays to help you balance work and personal life

o Paid Volunteer Time Off (VTO) Annually

o Tuition Reimbursement

o Parental Leave

o Business casual work environment

What does it mean to be a Call Center Team Manager with GLS?

The Call Center Team Manager is responsible for the management of all aspects of their assigned team. This position will manage and execute programs, policies, and systems to minimize delinquency and reduce losses. In addition, this position will be responsible for hiring, training, developing, and motivating a team to achieve business goals and ensure compliance to policies.

How will you drive value within the organization as a Call Center Team Manager?

• 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:
• Exercise 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

What should you already know to be successful in the role?

• 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 preferred
• Experience with consumer lending/auto financing preferred
• 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
• Excellent oral and written communication skills
• Team player that can adapt in a fast pace and changing environment

Employment Requirements:

• This is an exempt-level position whereby business needs will dictate the exact work schedule, which should be expected to vary at times. Generally, the days and hours of work are Monday through Saturday, 8:00am-8:00pm. A typical schedule includes one shift per week until 8pm and every fourth Saturday until 12pm
• Talk and hear to exchange accurate information
• Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading
• The position does not require travel

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