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Customer Service Team Lead

2 months ago

Chicago, Illinois, United States Enova Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Enova International. As a Customer Service Team Lead, you will be responsible for overseeing the day-to-day functions of a team of representatives, providing guidance and support to ensure success and a quality customer experience.

Key Responsibilities
  • Team Management: Manage metrics, performance criteria, policies, and procedures to continuously improve representative productivity.
  • Quality Assurance: Review quality assurance reports, customer survey responses, and error reports, and provide coaching to representatives to ensure they are creating the expected customer experience.
  • Coaching and Development: Conduct one-on-one meetings, weekly meetings, coaching sessions, and performance reviews in a timely manner.
  • Trend Identification: Identify trends and recommend appropriate solutions to improve performance and drive engagement.
  • New Hire Onboarding: Assist with new hire interviews, hiring decisions, and manage the onboarding process for all new hires within your function.
Requirements
  • Leadership Experience: 3 years of leadership experience in a related capacity.
  • Industry Experience: Experience within the financial industry and/or loan operations.
  • Communication Skills: Excellent written and verbal communication skills.
  • Coaching and Motivation: Ability to coach, train, and motivate employees and evaluate their performance.
  • Pressure Management: Capable of remaining calm under pressure and navigating tense situations, especially during busy hours.
Benefits and Perks
  • Hybrid Work Arrangement: Hybrid roles entail working in-office from Tuesday to Thursday, with the choice to work remotely on Mondays and Fridays.
  • Health and Wellness: Health, dental, and vision insurance, including mental health benefits.
  • Retirement Plan: 401(k) matching plus a Roth option (U.S. Based employees only).
  • Time Off: PTO and paid holidays off.
  • Professional Development: Sabbatical program (for eligible roles) and Summer hours (for eligible roles).
  • Family Support: Paid parental leave.
  • Diversity and Inclusion: DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova).
  • Employee Recognition: Employee recognition and rewards program.
  • Community Involvement: Charitable matching and a paid volunteer day.