Senior Customer Service Manager

What does it mean to be a Senior Customer Service Manager at GLS?

The Senior Manager, Customer Service will be responsible for managing, building, and leading an assigned operational team, as well as managing Operations in accordance with company policy. This position is also responsible for actively participating in the development of the organization’s strategic direction and executing on the strategy as it relates to the assigned operational team.    

How will you drive value in the organization as a Senior Customer Service Manager?

• Mentor and motivate the assigned operational team(s) for the company to ensure company goals are achieved:
• Develop and grow the assigned team to meet business needs, and maintain a departmental structure sufficient to meeting organizational goals and objectives
• Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations
• Monitor associate productivity, quality of customer interactions, and other appropriate metrics to ensure performance expectations are achieved; provide meaningful and timely performance coaching and feedback to assigned staff as necessary
• Facilitate regularly scheduled team meetings to build communication and allow for training and discussion on departmental and company matters
• Consistently track, coach, and manage performance of team members, including coordination of work assignments, to meet and exceed company volume and quality expectations
• Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business
• Partner with the Information Technology and Analytics teams to leverage technology and data to streamline processes, enhance the customer experience, improve quality, and eliminate waste
• Drive innovative solutions to improve the customer experience; ensure team meets service level expectations of internal and external customers
• Establish and track monthly objectives for assigned customers base
• Ensure department level procedures are adequately developed, documented, trained, and followed to ensure proper quality
• Manage workflows and growth of team with a focus on increasing efficiency, enhancing processing, and optimizing results
• Create a highly engaging work environment to attract, develop, and retain talent
• Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management
• 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 Senior Customer Service Manager?

• Minimum of bachelor’s degree required. Internal candidates at the Specialist (S2) level with commensurate GLS experience and a track record of sustained, top performance against company standards may be considered
• 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 to build a highly engaged and high-performing team
• 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, 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
• Strong verbal and written communication skills
• Team player that can adapt in a fast-pace and changing environment
• Proficient computer skills with working knowledge of internet and standard business applications; ability to quickly learn new computer applications as required  
• 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 demonstrated ability to effectively set and manage multiple conflicting priorities
• Ability to think strategically and deliver tactically
• Commitment to exemplifying the organizational core values and key competencies 

Employment Requirements:

• Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity
• Remain in a stationary position up to 100% of the workday
• Constantly operate a computer and other standard office equipment  
• Job functions involve sedentary to light physical effort. Physical demands range from sitting, walking, standing, or pushing or pulling materials. Work may involve exerting up to 10 pounds of force to lift, carry, push, pull, or move objects
• Be able to perform activities such as: viewing a computer terminal, extensive reading, bending, and kneeling