Call Center Team Lead

2 weeks ago


South Jordan, Utah, United States Enova Full time
About the Role

We are seeking a highly skilled Call Center Supervisor to join our team at Enova International. As a Call Center Supervisor, you will be responsible for overseeing the day-to-day functions of a team of representatives, ensuring they provide exceptional customer service and meet performance metrics.

Key Responsibilities
  • Manage metrics, performance criteria, policies, and procedures to continuously improve representatives' productivity.
  • Review quality assurance reports, customer survey responses, and error reports, and provide coaching to representatives to ensure they are creating the expected customer experience.
  • Conduct one-on-one meetings, weekly meetings, coaching sessions, and performance reviews in a timely manner.
  • Identify trends and recommend appropriate solutions to improve performance and drive engagement.
  • Assist with new hire interviews, hiring decisions, and manage the onboarding process for all new hires within your function.
Requirements
  • 3 years of leadership experience in a related capacity.
  • Experience within the financial industry and/or loan operations.
  • Excellent written and verbal communication skills.
  • Ability to coach, train, and motivate employees and evaluate their performance.
  • Capable of remaining calm under pressure and navigating tense situations, especially during busy hours.
What We Offer
  • Hybrid roles entail working in-office from Tuesday to Thursday, with the choice to work remotely on Mondays and Fridays.
  • 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 and employee recognition and rewards program.
  • Charitable matching and a paid volunteer day.


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