Contact Center Supervisor (Collections)

Enova; Chicago (IL); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid schedule

Health benefits

PTO & paid holidays

Sabbatical program

Summer hours

Paid parental leave

DEI groups

Recognition program

Charitable matching

401(k) matching + roth option

Job summary

Enova is seeking a skilled Contact Center Supervisor - Collections to lead a team of representatives in a fast-paced financial services environment. You will coach, train, and mentor team members to deliver a quality customer experience while driving efficiency and performance.

The role reports to the Department Manager and requires a calm, effective leader who can review metrics, coach on QA, conduct regular meetings, and participate in hiring and onboarding for new hires.

Qualifications

• 3 years of leadership experience in a related capacity.
• Excellent written and verbal communication skills.
• Experience within the financial industry and/or loan operations.

Responsibilities

• Oversee day-to-day functions of a team of representatives.
• Teach, train, and mentor representatives in a fast-paced environment.
• Manage metrics, performance criteria, policies and procedures to improve productivity.
• Review QA reports, customer surveys and error reports; provide coaching to ensure quality customer experiences.
• Conduct one-on-one and team meetings; perform performance reviews in a timely manner.
• Identify trends and recommend solutions to improve performance and drive engagement.
• Assist with new hire interviews, hiring decisions and onboarding for new hires.

Skills

Leadership

Coaching

Communication

Team management

Job description

• As a Contact Center Supervisor - Collections, your primary responsibility is to oversee the day to day functions of a team of representatives
• You will teach, train, and mentor representatives in a fast-paced environment to ensure success and a quality customer experience. You will also ensure the team is aiming for maximum efficiency and overall effectiveness
• This role will report to the Department Manager
• Manage metrics, performance criteria, policies and procedures to continuously improve representative’s productivity
• Review quality assurance reports, customer survey responses and error reports and provide coaching to representatives to ensure they are creating the expected customer experience
• Conduct one-on-one meetings, weekly meetings, coaching sessions, and performance reviews in a timely manner
• Identify trends and recommend appropriate solutions to improve performance and drive engagement
• Assist with new hire interviews, hiring decisions and manage the onboarding process for all new hires within your function

Benefits

• 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
• 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!
• 401(k) matching plus a roth option

Ability to coach, train, and motivate employees and evaluate their performanceCapable of remaining calm under pressure and navigating tense situations, especially during busy hours3 years of leadership experience in related capacityExcellent written and verbal communication skillsExperience within the financial industry and/or loan operations