Senior Contact Center Manager - Customer Service

Enova; United States; Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Hybrid in-office Tue–Thu with remote:M

Health, dental, and vision insurance

401(k) matching + Roth option

PTO & paid holidays

Sabbatical program

Summer hours

Paid parental leave

DEI groups

Employee recognition program

Charitable matching & volunteer day

Job summary

Enova is seeking a Contact Center Department Manager - Customer Service to lead the Operations Team. You will supervise call center representatives and supervisors across shifts, focusing on delivering exceptional customer service and driving department productivity to exceed objectives.

You will report to the Operations Manager and play a pivotal role in coaching, performance management, and strategic workforce planning within a hybrid in-office schedule.

Qualifications

• 7+ years of management experience in a call center environment.
• Experience in the financial or lending industry.
• Ability to coach, train, and motivate employees and evaluate performance.
• Excellent written and verbal communication and interpersonal skills with all levels of staff and management.
• Proven track record of leveraging data-driven insights to enhance success and operational effectiveness.

Responsibilities

• Lead supervisors to surpass objectives, overseeing performance management, evaluations, improvement plans, and disciplinary actions.
• Ensure compliance with lending regulations within relevant departments and guidelines.
• Evaluate management reports to enhance efficiencies and productivity.
• Develop and communicate subordinate job roles, providing structured career development plans.
• Make hiring, development, and termination decisions with sound judgment.

Skills

Call center management

Coaching & training

Data-driven decision making

Verbal & written communication

Leadership

Job description

Enova is seeking a Contact Center Department Manager - Customer Service to lead the Operations Team. You will supervise call center representatives and supervisors across shifts, focusing on delivering exceptional customer service and driving department productivity to exceed objectives.

You will report to the Operations Manager and play a pivotal role in coaching, performance management, and strategic workforce planning within a hybrid in-office schedule.