Apply on Employer Site

Global Lending Services LLC · 1 month ago

Customer Service Call Center Manager

Tempe, Arizona

Full-time

Onsite

Mid, Senior Level

3+ years exp

Global Lending Services is a company focused on providing affordable auto financing options through advanced analytics and technology. The Call Center Team Manager is responsible for managing a team to minimize delinquency, reduce losses, and ensure compliance with policies while driving performance and quality in customer interactions.

AutomotiveFinancial Services

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: 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

Qualification

Supervisory experienceConsumer lending experienceTeam managementProcess improvementCommunication skillsInterpersonal skillsConflict managementAdaptability

Required

Minimum of Bachelor's degree required

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

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