Senior Contact Center Manager - Hybrid (Lending)

Enova International; Chicago (IL); Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401(k) matching

Paid time off

Sabbatical program

Summer hours

Parental leave

DEI groups

Employee recognition

Job summary

Enova International is seeking a seasoned Contact Center Department Manager - Customer Service to lead daily operations across shifts. You will supervise call center representatives and supervisors, driving service quality and productivity to exceed targets while partnering with the Operations Manager.

The role requires strong coaching, data-driven decision making, and exceptional communication across all staff levels.

Qualifications

• 7+ years of management experience in a call center.
• Experience within the financial or lending industry.
• Ability to coach, train, and motivate employees and evaluate their 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 overall operational effectiveness.

Responsibilities

• Lead supervisors to surpass individual, team, departmental, and P&L objectives, overseeing the performance management process and biannual evaluations.
• Ensure compliance with lending regulations within relevant departments, adhering to consumer lending guidelines.
• Evaluate management reports to enhance efficiencies and continuously improve productivity.
• Develop and communicate subordinate job roles, providing structured career development plans.
• Exercise sound judgment in hiring, corrective actions, development plans, performance management, and terminations.

Skills

Call center management

Financial industry experience

Coaching & training

Data-driven decision making

Excellent communication

Job description

Enova International is seeking a seasoned Contact Center Department Manager - Customer Service to lead daily operations across shifts. You will supervise call center representatives and supervisors, driving service quality and productivity to exceed targets while partnering with the Operations Manager.

The role requires strong coaching, data-driven decision making, and exceptional communication across all staff levels.