Contact Center Team Lead - Outbound Collections (Hybrid)

Enova•Chicago, IL

4d•Hybrid

About The Position

As a Contact Center Team Lead - Outbound Collections, you will mentor and coach Outbound Collections Representatives to support their success and provide a positive customer experience. You will also partner with management to guide the team toward maximum efficiency and overall effectiveness. The role is hybrid, with in-office work Tuesday through Thursday and remote flexibility on Mondays and Fridays.

Requirements

At least 3 years of contact center experience.
Strong leadership skills; prior management experience is not required, and the role does not involve managing a team.
Relevant experience in the lending industry and/or loan operations.
Effective problem-solving skills.
Experience analyzing data and using it to inform decision-making.

Responsibilities

Manage metrics, performance criteria, policies, and procedures to improve representative productivity.
Review quality assurance reports, customer survey responses, and error reports, and coach representatives to help ensure they create the expected customer experience.
Identify trends and recommend appropriate solutions to improve performance and promote engagement.
Support employee engagement through reward and recognition tools.
Assist with ad-hoc tasks and projects as required.

Benefits

Health, dental, and vision insurance, including mental health benefits.
401(k) matching plus 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 commission or bonus.