Collections Operations Manager

Glsllc; Tempe (AZ); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Competitive base pay and bonuses

Medical, dental, vision, telemedicine,

401K with employer match

Paid Time Off and company holidays

Paid Volunteer Time Off

Tuition Reimbursement

Parental Leave

Business casual work environment

Job summary

GLS is seeking a Call Center Team Manager to lead a dynamic team within our call center operations. You will hire, train, and motivate staff to achieve performance goals and ensure adherence to policies while delivering exceptional customer service.

The role requires a bachelor’s degree and prior supervisory experience in loss prevention or lending. Strong communication, collaboration, and organizational skills are essential in this exempt position with a variable schedule that includes weekends.

Qualifications

• Bachelor's degree required.
• 3+ years in a supervisory/leadership role in loss prevention or related field preferred.
• Experience with consumer lending/auto financing preferred.
• Excellent interpersonal skills and strong communication abilities.
• Ability to motivate and mentor a diverse team.

Responsibilities

• Oversee an assigned segment of collections activities and monitor performance.
• Directly supervise employees including staffing, evaluations, and terminations.
• Approve timesheets and time-off requests; manage schedules.
• Motivate and coach team members to meet goals daily to annually.
• Conduct coaching sessions using scorecards and call monitoring results.
• Review reports to gauge performance and develop improvement strategies.
• Ensure compliance with policies and regulatory requirements; update procedures as needed.
• Address escalated calls and disputes with professionalism.
• Collaborate with other teams and management to achieve business objectives.
• Maintain an efficient daily work schedule that aligns with business needs.

Skills

Interpersonal skills

Oral and written communication

Team player

Education

Bachelor's degree

Job description

GLS is seeking a Call Center Team Manager to lead a dynamic team within our call center operations. You will hire, train, and motivate staff to achieve performance goals and ensure adherence to policies while delivering exceptional customer service.

The role requires a bachelor’s degree and prior supervisory experience in loss prevention or lending. Strong communication, collaboration, and organizational skills are essential in this exempt position with a variable schedule that includes weekends.