Contact Center Team Lead - Outbound Collections (Hybrid)

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

Benefits offered by this job

Health, dental, and vision insurance

401(k) matching plus a roth option

PTO & paid holidays off

Sabbatical program

Summer hours

Paid parental leave

DEI groups

Employee recognition and rewards

Charitable matching and volunteer day

Job summary

Enova International is seeking a Contact Center Team Lead - Outbound Collections in Chicago, IL. The role focuses on mentoring representatives to ensure a positive customer experience and partnering with management to drive efficiency and effectiveness.

Responsibilities include coaching based on QA and survey data, identifying trends, and supporting ad-hoc projects. The role follows a hybrid in-office schedule with in-person days Tue–Thu and remote options on Mon/Fri.

Qualifications

• 3+ years in contact center or similar environment.
• Strong coaching and mentoring abilities for outbound teams.
• Experience analyzing performance data to drive decisions.
• Knowledge of lending industry or loan operations is preferred.

Responsibilities

• Mentor and coach Outbound Collections Representatives to improve performance and customer experience.
• Partner with management to guide the team toward efficiency and effectiveness.
• Review QA reports and survey feedback to ensure quality customer interactions.
• Identify trends and recommend solutions to boost performance and engagement.
• Support with ad-hoc tasks and projects as required.

Skills

Coaching

Data analysis

Leadership

Customer service

Job description

Contact Center Team Lead - Outbound Collections (Hybrid)

Chicago, IL

About the role:

As a Contact Center Team Lead - Outbound Collections, your primary responsibility is to mentor and coach Outbound Collections 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 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.