Hybrid Collections Team Lead & Performance Coach

Enova; Chicago (IL); Hybrid; USD 28,929 - 31,684; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) matching

Paid parental leave

Employee recognition program

Charitable matching and volunteer day

Job summary

Enova in Chicago is seeking a Collections Team Lead responsible for mentoring contact center representatives and ensuring a positive customer experience. The role involves managing metrics, providing coaching, and identifying solutions to improve performance.

Ideal candidates will have significant contact center experience and strong problem-solving capabilities. This hybrid role offers a blend of in-office and remote work to foster collaboration and effectiveness.

Qualifications

• 3 or more years of contact center experience.
• Strong leadership skills, no prior management experience required.
• Relevant experience in lending industry or loan operations.
• Effective problem-solving skills.
• Experience in analyzing data for decision-making.

Responsibilities

• Manage metrics and performance criteria to improve productivity.
• Review quality assurance reports and provide coaching.
• Identify trends and recommend solutions for performance improvement.
• Support employee engagement with recognition tools.
• Assist with ad-hoc tasks as required.

Skills

Contact center experience

Leadership skills

Problem-solving skills

Data analysis

Job description

Enova in Chicago is seeking a Collections Team Lead responsible for mentoring contact center representatives and ensuring a positive customer experience. The role involves managing metrics, providing coaching, and identifying solutions to improve performance.

Ideal candidates will have significant contact center experience and strong problem-solving capabilities. This hybrid role offers a blend of in-office and remote work to foster collaboration and effectiveness.