Call Center Manager

Why GLS?

Purpose: Access to affordable, reliable transportation is essential to leading productive work and personal lives, caring well for oneself, one’s family, and the needs of others. Through advanced analytics and technology, we can more accurately predict credit risk and provide more people with an affordable auto financing option for their next vehicle. That’s what GLS has done for over 10 years, helping more than half a million families meet and improve their transportation needs.

People: Join a culture of over 1,000 employees who Care Deeply and Think Boldly, driving innovation in an adaptive and positive culture that celebrates successes. We empower and reward individuals and teams who make direct, positive impacts to the business and each other, who take pride in their work and are ever-raising the bar.

Growth: Recognized by Inc 5000 as one of the fastest-growing private companies in America. Join GLS to grow with us!

Benefits: GLS offers the below great benefits for your amazing work!

o Competitive base pay and performance bonuses, dependent on role

o Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability

o 401K with employer match and 100% immediate vesting

o Paid Time Off (PTO) and paid company holidays to help you balance work and personal life

o Paid Volunteer Time Off (VTO) Annually

o Tuition Reimbursement

o Parental Leave

o Business casual work environment

What does it mean to be an Operations Manager with GLS?

The Operations Manager is responsible for the management of all aspects of their assigned team. This position will manage and execute programs, policies, and systems to improve customer experience and business processes. In addition, this position will be responsible for hiring, training, developing, and motivating a team to achieve business goals and ensure compliance to policies.

What You'll Do

• Lead, coach, and develop a team to achieve performance, quality, and service goals
• Conduct regular coaching sessions, call reviews, and performance discussions
• Monitor reports, call activity, and operational metrics to drive results
• Handle escalated customer situations and support issue resolution
• Identify opportunities to improve processes, workflows, scripting, and operational efficiency
• Partner with internal teams and vendors to support business objectives and compliance requirements
• Manage employee performance, attendance, scheduling, and time-off approvals
• Ensure adherence to company policies, procedures, and regulatory requirements

What You'll Bring

• Bachelor's degree required
• 3+ years of leadership or supervisory experience
• Experience in collections, consumer lending, auto finance, call center operations, or financial services preferred
• Strong coaching, employee development, and performance management skills
• Ability to influence others and navigate difficult conversations professionally
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication and organizational skills
• Proficiency with Microsoft Office and other business systems

Best Fit

This role is ideal for a leader who enjoys developing people, using data to drive decisions, improving processes, and creating accountability. The strongest candidates have experience leading frontline operations teams in collections, lending, financial services, or high-volume customer contact environments and have a proven track record of improving team performance while delivering exceptional customer experiences.