Contact Center Department Manager - Customer Service

Enova • Chicago, IL

4d • Hybrid

About The Position

The Contact Center Department Manager - Customer Service is part of the Operations Team and oversees call center representatives and supervisors across multiple shifts. The role focuses on exceptional customer service and departmental productivity while driving results that exceed objectives. It reports to the Operations Manager.

The manager leads supervisors and oversees performance management, regulatory compliance, operational reporting, career development, and personnel decisions. The position requires at least seven years of call center management experience and experience in the financial or lending industry. The budgeted annual salary range is $75,000 to $85,000; actual salary may vary based on qualifications, skills, experience, and assessment during hiring. A bonus may also be available.

This is a hybrid role requiring in-office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. The company is unable to sponsor visas or assume sponsorship.

Requirements

• At least 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 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 operational effectiveness.
• Eligibility to work in the United States; visa sponsorship and sponsorship takeover are not available.

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 applicable consumer lending guidelines.
• Evaluate management reports to improve efficiency and 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.
• Coach, train, motivate, and evaluate employees.

Benefits

• Health, dental, and vision insurance, including mental health benefits.
• 401(k) matching and a Roth option for U.S.-based employees.
• Paid time off and paid holidays.
• Sabbatical program for eligible roles.
• Summer hours for eligible roles.
• Paid parental leave.
• DEI employee groups.
• Employee recognition and rewards program.
• Charitable matching and a paid volunteer day.
• A bonus may be available.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed