Lead, Contact Center — Application Support & Coaching

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

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.