Senior Call Center Manager en Glsllc

What does it mean to be an Senior Operations Manager at GLS?At GLS, our Senior Operations Managers are responsible for managing, building, and leading an assigned operational team, as well as managing Operations in accordance with company policy. They are also responsible for actively participating in the development of the organization’s strategic direction and executing on the strategy as it relates to the assigned operational team.

How will you drive value in the organization as an Senior Operations Manager?

Mentor and motivate the assigned operational team(s) for the company to ensure company goals are achieved

Develop and grow the assigned team to meet staffing and business forecasts and maintain a structure sufficient to meet organizational goals and objectives

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

Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company

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

What should you already know to be successful as an Senior Operations Manager?

Minimum of bachelor’s degree required

Minimum of five (5) years’ experience in auto finance operations or similar industry required

Minimum of three (3) years’ experience building and leading teams and managers required, including the ability to hire, develop, and motivate people to build a highly engaged and high-performing team

Excellent critical thinking, problem-solving, and decision-making skills

Demonstrated ability to establish and enhance processes and leverage technology to improve business results

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

Strong verbal and written communication skills

Team player that can adapt in a fast-pace and changing environment 

Proficient computer skills with working knowledge of internet and standard business applications; ability to quickly learn new computer applications as required 

Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching and feedback to assigned staff

Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities

Ability to think strategically and deliver tactically

Commitment to exemplifying the organizational core values and key competencies

Employment Requirements:

Remain in a stationary position up to 50% of the workday

Constantly operate a computer and other standard office equipment

Talk and hear to exchange accurate information

The position does require travel, up to 10%

This is an exempt level position whereby business need will dictate the exact work schedule which should be expected to vary at times. Generally, days and hours of work are Monday through Friday, 8:00am-6:00pm

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