Escalations Manager

Job Overview

Call Center Team Manager with GLS

The Call Center Team Manager is responsible for the management of all aspects of their assigned team. This position will manage and execute programs, policies, and systems to minimize delinquency and reduce losses. In addition, this position will be responsible for hiring, training, developing, and motivating a team to achieve business goals and ensure compliance to policies.

• Oversee an assigned segment of collections activities to monitor performance, manage overall quality and customer experience, and continuously drive process improvement.
• Directly supervise employees, including exercising management authority concerning 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.
• Review, analyze, and interpret reports to gauge team performance and develop collections call strategies for improvement.
• Conduct team meetings and continuous training sessions with the respective team or the department.
• Support the development and maintenance of departmental operating procedures, ensuring compliance with regulatory agencies, and communicate changes to team members as needed.
• Apply policies, procedures, and guidelines appropriately and exercise sound judgment to ensure consistency and compliance with company policies and regulatory agencies.
• Handle escalated calls and disputes and maintain professional phone etiquette skills.
• Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates, vendors, and members of management.
• Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company.
• Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers.
• This is an exempt-level position whereby business needs will dictate the exact work schedule, which should be expected to vary erally, the days and hours of work are Monday through Saturday, 8:00am-8:00pm. A typical schedule includes one shift per week until 8pm and every fourth Saturday until 12pm.
• Talk and hear to exchange accurate information.
• Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading.
• The position does not require travel.

• Minimum of a Bachelor’s degree required.
• Minimum of three (3) years’ experience in a supervisory or leadership position in loss prevention or a related field preferred.
• Experience with consumer lending/auto financing preferred.
• Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness.
• 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.
• Excellent oral and written communication skills.
• Team player that can adapt in a fast pace and changing environment.

• 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.

GLS participates in E‑Verify program to confirm the employment eligibility of all newly hired employees.

Applicants have rights under Federal Employment Laws.

• Family and Medical Leave Act (FMLA).
• Equal Employment Opportunity (EEO).
• Employee Polygraph Protection Act (EPPA).