Customer Support Operations Supervisor

2 weeks ago


South Jordan, Utah, United States Enova Full time

Customer Service Team Lead

at Enova International. Enova International prioritizes the health and safety of its workforce, ensuring that employees are fully vaccinated for COVID-19 to maintain a secure work environment. Exceptions may be made for individuals with medical or religious considerations.

Role Overview:

The Customer Service Team Lead is responsible for managing a team of representatives within a contact center environment. This role emphasizes the importance of mentoring, training, and supporting team members to achieve exceptional service and customer satisfaction in a dynamic setting while maintaining a focus on efficiency and effectiveness.

Key Responsibilities:

  • Oversee metrics, performance standards, policies, and procedures to boost representative productivity.
  • Analyze quality assurance reports, customer feedback, and error documentation to provide effective guidance for enhancing the customer experience.
  • Facilitate meetings and coaching sessions to ensure team performance meets established standards.
  • Identify performance trends and propose solutions for improvement and engagement.
  • Assist in the recruitment process and ensure smooth onboarding for new team members.
  • Collaborate with support teams to foster business growth.
  • Perform additional tasks as assigned by management.

Ideal Candidate Profile:

  • Experience in the lending sector and familiarity with loan operations.
  • A minimum of 3 years in a leadership role within a similar environment.
  • Strong communication and interpersonal abilities.
  • Proficient in prioritizing tasks, managing time effectively, and meeting deadlines.
  • Excellent problem-solving and analytical skills.
  • Demonstrated capability in project leadership and conflict resolution.
  • A natural ability to inspire and guide a team.

About Our Operations Team:

Being part of our Operations Team means striving to understand and address customer needs swiftly and effectively. We are committed to delivering outstanding service, ensuring our customers feel valued and supported throughout their financial journey.

About Enova: Enova is a leading financial technology firm that provides online financial services driven by AI and machine learning. By addressing the needs of non-prime consumers and small businesses, Enova bridges the gap left by traditional banking institutions. With over $40 billion in loans and financing extended to more than 7 million customers, Enova empowers individuals to improve their financial health through innovative offerings.

At Enova, we recognize the significance of diversity and inclusion within our workforce. We are dedicated to attracting and retaining top talent from various backgrounds, as we believe this is essential to our success as a global organization. Our commitment is to provide equal employment opportunities, ensuring that all hiring decisions are based solely on qualifications, free from bias or discrimination.



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