Contact Center Department Manager - Loan Processing (Hybrid)

The role

You will supervise the daily activities of call center representatives and supervisors. You will focus on delivering customer service and driving departmental productivity to surpass objectives.

What you will do

• Lead supervisors to surpass individual, team, departmental, and P&L objectives
• Oversee the performance management process including evaluations, improvement plans, and disciplinary actions
• Ensure compliance with lending regulations and industry consumer lending guidelines
• Evaluate management reports to enhance efficiencies and improve productivity
• Develop and communicate subordinate job roles and career development plans
• Exercise judgment in hiring, corrective actions, development plans, performance management, talent assessment, and terminations

Required qualifications

• 7 or more years 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
• Proven track record of leveraging data-driven insights to enhance success and overall operational effectiveness

Benefits

• Health, dental, and vision insurance including mental health benefits
• 401(k) matching plus a roth option (U.S. Based employees only)
• PTO & paid holidays off
• Sabbatical program (for eligible roles)
• Summer hours (for eligible roles)
• Paid parental leave
• DEI groups
• Employee recognition and rewards program
• Charitable matching and a paid volunteer day

Before you apply

• Must be eligible to work in the United States
• Not able to sponsor visas or take over sponsorship at this time

About the company

Enova International is a financial technology company providing online financial services through its Colossus platform. The company serves non-prime consumers, businesses, and traditional banks.