Contact Center Team Lead - Outbound Collections (Hybrid)

The role

You will mentor and coach Outbound Collections Representatives to ensure success and a positive customer experience. You will also partner with management to guide the team towards maximum efficiency and effectiveness.

What you will do

• Manage metrics, performance criteria, policies and procedures to improve representative's productivity
• Review quality assurance reports, customer survey responses and error reports
• Provide coaching to representatives to ensure they are creating the expected customer experience
• Identify trends and recommend appropriate solutions to improve performance and promote engagement
• Support employee engagement with use of reward and recognition tools
• Assist with ad-hoc tasks and projects as required

Required qualifications

• 3 or more years of contact center experience
• Strong leadership skills
• Relevant experience in the lending industry and/or loan operations
• Effective problem-solving skills
• Experience in analyzing data and utilizing it to inform decision-making

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 (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

About the company

Enova International is a financial technology company that provides online financial services through its Colossus platform. The company serves non-prime consumers and businesses while offering technology and services to traditional banks.