Contact Center Department Manager - Customer Service

Enova International; Chicago (IL); Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401(k) matching

Paid time off

Sabbatical program

Summer hours

Parental leave

DEI groups

Employee recognition

Job summary

Enova International is seeking a seasoned Contact Center Department Manager - Customer Service to lead daily operations across shifts. You will supervise call center representatives and supervisors, driving service quality and productivity to exceed targets while partnering with the Operations Manager.

The role requires strong coaching, data-driven decision making, and exceptional communication across all staff levels.

Qualifications

• 7+ years of management experience in a call center.
• 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.

Responsibilities

• Lead supervisors to surpass individual, team, departmental, and P&L objectives, overseeing the performance management process and biannual evaluations.
• Ensure compliance with lending regulations within relevant departments, adhering to 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 hiring, corrective actions, development plans, performance management, and terminations.

Skills

Call center management

Financial industry experience

Coaching & training

Data-driven decision making

Excellent communication

Job description

Chicago, IL

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 .

• 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.