Operations Supervisor

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

The Operations Supervisor is responsible for overseeing the day-to-day operation and management of a team of associates to ensure individual and team performance objectives are met. This supervisor is responsible for the development of team members through daily feedback, coaching, training, and recognition strategies, as well as executing programs to improve customer experience and business processes.

 

Support the development, administration, and compliance of departmental and company procedures, policies, and metrics

Analyze data to drive process improvement, increase performance and efficiencies, reduce operational risk, and prevent loss

Assist with the development, testing, and implementation of new operational tools, features, and process improvements that support business objectives 

Provide training, guidance, performance coaching, and feedback to direct or indirect employees

Research, implement, and execute departmental workflows, and recommend opportunities for improvement

Develop and maintain department goals and employee work schedules to meet operational objectives and customers service level requirements

Identify opportunities to improve workflows, call logic, scripts, and operational processes, and partner with vendors and internal teams to implement enhancements 

Monitor calls and drive resolutions for escalated concerns and complaints

Provide managerial oversight for departmental staffing and employee performance

Collaborate with other departments and external vendors to ensure operational processes and automated interactions meet regulatory and quality standards Maintain electronic records and files that support work performed, results, and outcomes

Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management

Demonstrate commitment to the organizational core values and key competencies

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

Minimum of bachelor’s degree required

Strong oral and written communication skills

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

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

Team player that can adapt in a fast paced and changing environment

Proficient computer skills with working knowledge of standard business applications such as Microsoft Office; ability to quickly learn new computer applications as required