Contact Center Department Manager - Customer Service

Enova International; Chicago (IL); Híbrido; USD 75.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

401(k) matching

PTO & paid holidays off

Sabbatical program

Summer hours

Paid parental leave

DEI groups (Enova)

Employee recognition and rewards

Volunteer day

Descripción de la vacante

Enova International is seeking a Contact Center Department Manager - Customer Service to lead daily operations of call center teams across shifts and report to the Operations Manager. The role focuses on delivering exceptional service and driving department productivity to exceed objectives.

This position offers a hybrid work setup in collaboration with in-office and remote days. You will oversee supervisors, coach staff, and ensure adherence to regulatory guidelines while leveraging data to

Formación

• 7+ years of management experience in a call center.
• Experience in financial or lending industries.
• Ability to coach, train, and motivate employees.
• Excellent written and verbal communication with all staff levels.
• Proven use of data-driven insights to improve operations.

Responsabilidades

• Lead supervisors to exceed KPIs and manage performance processes.
• Ensure compliance with lending regulations.
• Evaluate management reports to boost efficiency.
• Develop subordinate roles and career plans.
• Make hiring, development, and disciplinary decisions.

Conocimientos

Call center management

Leadership

Data-driven decision making

Coaching & development

Verbal & written communication

Descripción del empleo

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time. #BI-Hybrid #LI-Hybrid

About the role:

In the role of Contact Center Department Manager - Customer Service, you will play a crucial part in our Operations Team. Your responsibilities will include supervising the daily activities of call center representatives and supervisors across various shifts within your department. Your focus will be on delivering exceptional customer service and driving departmental productivity to surpass objectives. This role will report to the Operations Manager.

Responsibilities:

• Lead supervisors to surpass individual, team, departmental, and P&L objectives, overseeing the performance management process, including biannual performance evaluations, co-worker improvement plans, and disciplinary actions.
• Ensure compliance with lending regulations within relevant departments, adhering to industry consumer lending guidelines.
• Evaluate management reports to enhance efficiencies and continuously improve productivity.
• Develop and communicate subordinate job roles, providing structured career development plans.
• Exercise sound judgment in daily responsibilities such as hiring, corrective actions, development plans, performance management, talent assessment, and terminations.

Requirements:

• 7 or more years management experience in a call center environment
• Experience within the financial or lending industry
• Ability to coach, train, and motivate employees and evaluate their performance
• Excellent written and verbal communication and interpersonal skills with all levels of staff and management
• Proven track record of leveraging data-driven insights to enhance success and overall operational effectiveness

Compensation:

The budgeted annual salary range for this position is $75,000 to $85,000. Actual annual salary will be determined based on qualifications, skills, experience, and level assessed during the hiring process and may fall outside of the range shown. Additional compensation for this role may include a bonus. All full-time employees are eligible to participate in Company benefits, described in more detail here.

Benefits & Perks:

• Our hybrid roles require in-office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This schedule fosters collaboration, team connection, and strategic planning, enhancing communication and effectiveness to drive results.
• Health, dental, and vision insurance including mental health benefits
• 401(k) matching plus a roth option (U.S. Based employees only)
• PTO & paid holidays off
• Sabbatical program (for eligible roles)
• Summer hours (for eligible roles)
• Paid parental leave
• DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
• Employee recognition and rewards program
• Charitable matching and a paid volunteer day…Plus so much more!

About Enova

Enova International is a leading financial technology company that provides online financial services through our AI and machine learning-powered Colossus platform. We serve non-prime consumers and businesses alike, while offering world-class technology and services to traditional banks—in order to create accessible credit for millions.

Being a values-driven organization is at the core of Enova’s success. We live our values by listening to our customers, challenging assumptions, thinking big, setting high expectations, and hiring and developing the best. Through our values and our commitment to making Enova an awesome place to work, we maintain an environment of inclusion and culture where our employees can thrive. You can learn more about Enova’s values and culture here.

It is our policy to provide equal employment opportunity for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law. California Applicants: Click here to review our California Privacy Policy for Job Applicants.