Contact Center Department Manager - Customer Service

Enova International•Chicago, IL

5d•$75,000 - $85,000•Hybrid

About The Position

The Contact Center Department Manager - Customer Service is part of the Operations Team and supervises the daily activities of call center representatives and supervisors across multiple shifts. The role focuses on delivering exceptional customer service and improving departmental productivity to exceed objectives. It reports to the Operations Manager. The position requires management experience in a call center and experience in the financial or lending industry. The successful candidate will lead supervisors, manage performance and talent processes, ensure compliance with consumer lending regulations, and use management reporting and data-driven insights to improve operational effectiveness. The position is hybrid, with in-office work Tuesday through Thursday and remote flexibility on Mondays and Fridays. The budgeted annual salary range is $75,000 to $85,000; actual salary may vary, and additional compensation may include a bonus.

Requirements

Seven or more years of management experience in a call center environment.
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.
A proven track record of using data-driven insights to improve success and overall operational effectiveness.

Responsibilities

Lead supervisors in meeting individual, team, departmental, and P&L objectives.
Oversee performance management, including biannual performance evaluations, co-worker improvement plans, and disciplinary actions.
Ensure compliance with lending regulations and relevant industry consumer lending guidelines.
Evaluate management reports to improve efficiency and continuously increase productivity.
Develop and communicate subordinate job roles and provide structured career development plans.
Use sound judgment in hiring, corrective actions, development plans, performance management, talent assessment, and terminations.

Benefits

Health, dental, and vision insurance, including mental health benefits.
401(k) matching with a Roth option for U.S.-based employees.
PTO and paid holidays.
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.
Additional compensation may include a bonus.