Logistics Site Operations
Cotton Holdings Inc.
Senior Call Center Manager
Global Lending Services LLC
full-time
Posted on:
Location Type: Office
Location: Tempe • Arizona • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Manage, build, and lead an assigned operational team (collections/operations)
- Manage Operations in accordance with company policy
- Actively participate in development of the organization’s strategic direction and execute strategy for the assigned operational team
- Mentor and motivate assigned operational team(s) to ensure company goals are achieved
- Develop and grow the assigned team to meet staffing and business forecasts and maintain an effective organizational structure
- Monitor associate productivity, quality of customer interactions, and other metrics; provide timely performance coaching and feedback
- Set departmental goals and develop/maintain daily employee work schedules to meet business needs
- Partner with Information Technology and Analytics teams to leverage technology and data to streamline processes, enhance customer experience, improve quality, and eliminate waste
- Drive innovative solutions to improve the customer experience
Requirements
- 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
- 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, implement changes, and evaluate effectiveness
- Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, handle highly sensitive and confidential information, interact at all levels, and build cross-functional partnerships
- Strong verbal and written communication skills
- Team player that can adapt in a fast-paced and changing environment
- Proficient computer skills with working knowledge of internet and standard business applications; ability to quickly learn new computer applications
- 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 ability to manage multiple conflicting priorities
- Ability to think strategically and deliver tactically
- Commitment to exemplifying organizational core values and key competencies
- 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
- Position requires travel, up to 10%
- Exempt-level position; business needs may dictate variable schedule (generally Monday through Friday, 8:00am-6:00pm)
Benefits
- Competitive base pay and performance bonuses, dependent on role
- Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability
- 401K with employer match and 100% immediate vesting
- Paid Time Off (PTO) and paid company holidays to help you balance work and personal life
- Paid Volunteer Time Off (VTO) Annually
- Tuition Reimbursement
- Parental Leave
- Business casual work environment
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
auto finance operationsprocess enhancementperformance coachingdata analysisstrategic planningstaffing forecastsorganizational structurecustomer experience improvementmetrics monitoringinitiative identification
Soft skills
critical thinkingproblem-solvingdecision-makinginterpersonal skillsinfluenceconflict managementcommunication skillsteam leadershiporganizational skillsadaptability
Certifications
bachelor's degree
