Contact Center Team Lead (Application Support)

Enova; Chicago (IL); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Mental health benefits

Sabbatical program

PTO & paid holidays

Paid parental leave

Summer hours

DEI groups

Charitable matching

Volunteer day

Employee recognition

401(k) matching

Job summary

Enova seeks a Contact Center Team Lead - Application Support in the Chicago area to mentor representatives and drive customer experiences. You will partner with management to improve efficiency and guide the team toward greater effectiveness, using data to shape decisions and ongoing process improvements.

The role emphasizes leadership without mandatory previous management, with focus on coaching, engagement, and performance metrics in a hybrid in-office setting.

Qualifications

• Exhibit effective problem-solving skills with 3+ years in contact center.
• Experience analyzing data to inform decisions.
• Relevant lending industry or loan operations experience.
• Strong leadership skills; prior management experience is not required.

Responsibilities

• Mentor and coach representatives to ensure success and a positive customer experience.
• Partner with management to guide the team toward maximum efficiency and overall effectiveness.
• Manage metrics, performance criteria, policies and procedures to improve 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.
• Identify trends and recommend appropriate solutions to improve performance and promote engagement.
• Support employee engagement with use of reward and recognition tools.
• Assist with ad-hoc tasks and projects as required.

Skills

Contact center experience

Data analysis

Leadership

Lending industry experience

Job description

• Shift Schedule: Sun 9:00am-5:30pm, Mon-Thur 11:30am-8:00pm CT
• As a Contact Center Team Lead - Application Support, your primary responsibility is to mentor and coach representatives to ensure success and a positive customer experience. Additionally, you will partner with management in guiding the team towards achieving maximum efficiency and overall effectiveness
• Manage metrics, performance criteria, policies and procedures to 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
• Identify trends and recommend appropriate solutions to improve performance and promote engagement
• Support employee engagement with use of reward and recognition tools
• Assist with ad-hoc tasks and projects as required

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
• Sabbatical program (for eligible roles)
• PTO & paid holidays off
• Paid parental leave
• Summer hours (for eligible roles)
• DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
• Charitable matching and a paid volunteer dayPlus so much more!
• Employee recognition and rewards program
• 401(k) matching plus a roth option

Exhibit effective problem-solving skills3 or more years of contact center experienceExperience in analyzing data and utilizing it to inform decision-makingHave relevant experience in the lending industry and/or loan operationsStrong leadership skills (Prior management experience is not a requirement for this role as it does not involve managing a team)