Recovery Call Center Lead for Operations Excellence

Glsllc; Greenville (SC); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Competitive base pay and bonuses

Medical, dental, vision, telemedicine,

401K with employer match

Paid Time Off and holidays

Paid Volunteer Time Off

Tuition Reimbursement

Parental Leave

Business casual work environment

Job summary

GLS is seeking an Operations Manager to lead a team responsible for delivering high-quality customer service and efficient operations. You will oversee program execution, coaching, and compliance, while driving workflow improvements and cross-functional collaboration.

You will hire, train, and motivate staff, manage performance, and ensure accurate documentation and reporting to meet regulatory standards. This role expects strong communication, adaptability, and leadership in a fast-paced

Qualifications

• Minimum of Bachelor’s degree required.
• 2-4 years’ experience in a supervisory or leadership position.
• Excellent sales/negotiations skills with an ability to think quickly in a dynamic environment to overcome objections
• Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness
• Strong verbal and written communication skills
• 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
• Proficient computer skills with working knowledge of standard business applications; ability to quickly learn new computer applications as necessary
• Team player that can adapt in a fast pace and changing environment
• Commitment to exemplifying the organizational core values and key competencies
• 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

Responsibilities

• Oversee an assigned segment of Operations activities to monitor performance, ensure high-quality service, operational efficiency, and positive customer experiences
• Analyze reports, call outputs, and performance metrics to identify compliance risk, strategy improvements, and assess effectiveness
• Lead and support team members through regular coaching and training to ensure professionalism, compliance, and alignment with quality assurance requirements
• Identify opportunities to improve workflows, call logic, scripts, and operational processes, and partner with vendors and internal teams to implement enhancements
• Directly supervise employees, including: 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
• Handle escalated customer calls and ensure appropriate escalation pathways exist, while resolving issues professionally and within compliance
• Assist with development, testing, and implementation of new operational tools, features, and process improvements that support business objectives
• Collaborate with other departments and external vendors to ensure operational processes and automated interactions meet regulatory and quality standards
• Ensure cross-functional partners understand system capabilities, processes, and enhancements to improve functionality
• Support development and maintenance of operating procedures, including regulatory compliance, and ensure changes are communicated and implemented effectively
• Maintain accurate documentation, records, and reporting related to operational activities, workflows, vendor interactions, training, and quality assurance
• Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates, vendors, and members of management
• Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers
• Perform additional assignments as required

Skills

Sales negotiations

Communication

Computer skills

Team player

Adaptability

Conflict management

Education

Bachelor’s degree

Job description

GLS is seeking an Operations Manager to lead a team responsible for delivering high-quality customer service and efficient operations. You will oversee program execution, coaching, and compliance, while driving workflow improvements and cross-functional collaboration.

You will hire, train, and motivate staff, manage performance, and ensure accurate documentation and reporting to meet regulatory standards. This role expects strong communication, adaptability, and leadership in a fast-paced