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Call Center Supervisor

Global Lending Services

It stopped taking applications. Close matches nearby are still hiring.

Call Center Supervisor

@ Global Lending Services

Closed to new applicants.

Global Lending Servicesgloballendingservices.com

Closed to new applicants.

Call Center Supervisor

Posted 2 months ago

This job is still taking applications, but it's been up a while.

About the job

GLS provides auto financing and transportation solutions. The QA Supervisor manages daily operations, ensuring compliance, team performance, and process improvements in a busy call center.

Requirements

Bachelor's degree required
Leadership experience in call centers
Knowledge of compliance standards
Excellent interpersonal skills
Proficient in computer skills

Qualifications

Financial services industry experience
Ability to lead and motivate teams
Strong communication skills
Problem-solving mindset
Adaptable in fast environment

Full job description

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!

oCompetitive base pay and performance bonuses, dependent on role

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

o401K with employer match and 100% immediate vesting

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

oPaid Volunteer Time Off (VTO) Annually

oTuition Reimbursement

oParental Leave

oBusiness casual work environment

What does it mean to be a Call Center Quality Assurance Supervisor at GLS?

The Call Center Quality Assurance Supervisor is responsible for overseeing the daily operations and management of the Quality Assurance and Compliance Monitoring programs, including but not limited to: management of QA team to ensure individual and team performance objectives are met, implementation of compliance review processes, drafting and updating of departmental processes and procedures, and conducting specialty compliance QA reviews to support adherence to company policy and regulatory requirements.

How will you drive value within the organization as a Call Center Quality Assurance Supervisor?

Work with the Director, Compliance and Quality Assurance to ensure that the QA and Monitoring programs effectively manage compliance risk and align with the organization’s Compliance Management System

Oversee employee workloads and schedules to ensure that the Quality Assurance team effectively meets the needs of the business

Provide training, guidance, performance coaching, and feedback to assigned staff

Work with the Director, Compliance and Quality Assurance to develop and maintain departmental operating policies and procedures to ensure maximum work effectiveness

Work collaboratively with business units to ensure compliance and improve quality

Participate in monthly QA calibration meetings between Compliance Department and operational department managers

Perform specialty QA and Monitoring reviews as needed

Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations

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

Perform additional assignments and special projects as required by the needs of the company or as directed by management

What should you already know to be successful as a Call Center Quality Assurance Supervisor?

Minimum of Bachelor’s degree required

Financial services industry experience preferred

Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching, and feedback to assigned staff

Demonstrated ability to establish and enhance processes to improve business results

Excellent interpersonal skills: friendly and tactful with the ability to influence others, exercise sound judgment, and effectively manage conflict

Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness

Ability to effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business

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 standard business applications; ability to quickly learn new computer applications as required

Ability to think strategically and deliver tactfully

Commitment to exemplifying the organizational core values and key competencies

Employment Requirements:

Remain in a stationary position up to 100% of the work day
Constantly operate a computer and other standard office equipment
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
This job operates in a professional office environment
The noise level in the work environment is usually moderately quiet
The position does not require travel

2023 California Applicant Privacy Notice

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

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)

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