Call Center Operations Manager

Global Lending Services; Tempe (AZ); On-site; USD 55,000 - 82,000; Full time

Benefits offered by this job

Competitive pay and bonuses

Medical, dental, vision, telemedicine,

401K with employer match

PTO and company holidays

Volunteer time off

Tuition reimbursement

Parental leave

Business casual environment

Job summary

Global Lending Services is hiring a Call Center Team Manager to lead an assigned collections team, drive performance, and ensure regulatory compliance. You will hire, train, and motivate staff, analyze performance metrics, and optimize processes to reduce delinquency and improve customer experience.

The role requires a Bachelor's degree and 3+ years of supervisory experience in lending or related fields. Strong communication, leadership, and collaboration skills are essential in a fast-paced

Qualifications

• Bachelor's degree required.
• 3+ years supervisory experience in loss prevention or related field preferred.
• Experience with consumer lending/auto financing preferred.
• Strong interpersonal and communication skills.
• Ability to lead, coach, and develop a team.

Responsibilities

• Oversee an assigned segment of collections activities to monitor performance, quality, and customer experience; drive process improvement.
• Directly supervise employees: staffing, performance evaluations, and terminations.
• Review and approve time sheets and requests for time off.
• Motivate team to meet daily, weekly, monthly, and annual goals.
• Conduct monthly coaching sessions based on scorecard results, phone monitoring, and side-by-side observations.
• Review, analyze, and interpret reports to gauge performance and develop call strategies.
• Conduct team meetings and continuous training sessions with team or department.
• Ensure compliance with policies and regulatory agencies; update team accordingly.
• Handle escalated calls and disputes; maintain professional phone etiquette.
• Foster a collaborative culture; work with associates, vendors, and management to meet objectives.
• Set departmental goals and maintain daily schedules to meet business needs.
• Run daily reports to optimize workflow and meet service level expectations.

Skills

Team leadership

Call center management

Credit/collections knowledge

Supervisory experience

Consumer lending

Education

Bachelor's degree

Job description

Global Lending Services is hiring a Call Center Team Manager to lead an assigned collections team, drive performance, and ensure regulatory compliance. You will hire, train, and motivate staff, analyze performance metrics, and optimize processes to reduce delinquency and improve customer experience.

The role requires a Bachelor's degree and 3+ years of supervisory experience in lending or related fields. Strong communication, leadership, and collaboration skills are essential in a fast-paced