Contact Center Team Lead - Application Support (Hybrid)

Enova International; Chicago (IL); Hybrid; USD 29,000 - 32,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Mental health benefits

401(k) matching

Paid time off

Sabbatical program

Summer hours

Parental leave

Employee recognition program

Charitable matching

Volunteer day

Job summary

Enova International is seeking a Contact Center Team Lead - Application Support to mentor representatives and drive a high‑quality customer experience. You will partner with management to guide the team toward efficiency and effectiveness in a hybrid in‑office Tue–Thu model with remote flexibility on Mondays and Fridays.

The role emphasizes leadership, coaching, and hands-on coaching of QA metrics, with a focus on lending operations and data-informed decision making.

Qualifications

• 3+ years of contact center experience.
• Strong leadership and coaching abilities.
• Experience in lending industry and/or loan operations.
• Analytical with data-driven decision making.

Responsibilities

• Manage performance metrics, policies, and procedures to boost productivity.
• Review QA reports and customer surveys to coach reps.
• Identify trends and recommend solutions to improve performance.
• Support employee engagement with rewards and recognition tools.
• Assist with ad-hoc tasks and projects as needed.

Skills

Leadership

Coaching

Data analysis

Problem solving

Communication

Job description

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

About the role:

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.

Responsibilities:

• 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

Requirements:

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

Compensation:

The budgeted hourly rate range for this position is $21.00 to $23.00. Actual rate 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 commission or 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 leaveDEI 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.