About this role
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.
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Please visit www.glsauto.com for information about our great company and other amazing opportunities
Applicants have rights under Federal Employment Laws
Family and Medical Leave Act (FMLA)
Equal Employment Opportunity (EEO)
Employee Polygraph Protection Act (EPPA)