Call Center Leader - Data-Driven Coaching & Ops

Global-Lending-Services; Greenville (SC); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Base pay + bonuses

Medical & dental coverage

401K with match

PTO & holidays

Volunteer Time Off

Tuition reimbursement

Parental leave

Business casual

Job summary

GLS is seeking a hands-on leader who thrives in a fast-paced, performance-driven environment. The ideal candidate coaches employees, analyzes data, drives operational improvements, and holds teams accountable while maintaining a positive culture.

You may be a great fit if you have experience leading call center, collections, customer service, operations, or financial services teams, and are skilled at reviewing metrics to identify performance opportunities and developing top performers.

Qualifications

• Bachelor's degree required.
• 3+ years of leadership or supervisory experience.
• Experience in collections, consumer lending, auto finance, call center operations, or financial services preferred.
• Strong coaching, employee development, and performance management skills.
• Ability to influence others and navigate difficult conversations professionally.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication and organizational skills.
• Proficiency with Microsoft Office and other business systems.

Responsibilities

• Lead, coach, and develop a team to achieve performance, quality, and service goals.
• Conduct regular coaching sessions, call reviews, and performance discussions.
• Monitor reports, call activity, and operational metrics to drive results.
• Handle escalated customer situations and support issue resolution.
• Identify opportunities to improve processes, workflows, scripting, and operational efficiency.
• Partner with internal teams and vendors to support business objectives and compliance requirements.
• Manage employee performance, attendance, scheduling, and time-off approvals.
• Ensure adherence to company policies, procedures, and regulatory requirements.

Skills

Leadership

Coaching

Analytical thinking

Communication

Organizational skills

MS Office

Problem-solving

Education

Bachelor's degree

Job description

GLS is seeking a hands-on leader who thrives in a fast-paced, performance-driven environment. The ideal candidate coaches employees, analyzes data, drives operational improvements, and holds teams accountable while maintaining a positive culture.

You may be a great fit if you have experience leading call center, collections, customer service, operations, or financial services teams, and are skilled at reviewing metrics to identify performance opportunities and developing top performers.