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Customer Escalation Team Lead
2 months ago
We welcome all qualified candidates who are eligible to work in the United States. However, we are currently unable to sponsor visas or take over sponsorship at this time. #LI-Hybrid #BI-Hybrid
Position Overview:
As a Customer Escalation Team Lead, you will oversee the daily operations of our contact center's escalation team while promoting team morale and engagement. Your key responsibilities will include guiding, onboarding, training, and mentoring representatives, with a focus on reducing processing errors and customer escalations. This position reports directly to the Department Manager.
Key Responsibilities:
- Enhance team performance through consistent coaching and development to ensure high standards of execution are upheld.
- Collaborate with operations, quality assurance, and compliance teams to identify opportunities for process improvements that enhance customer experience.
- Analyze the root causes of customer complaints and processing errors, proposing solutions to minimize future escalations and business risks.
- Prepare and review departmental reports to boost performance efficiencies and drive ongoing productivity enhancements.
- Evaluate quality assurance reports, customer feedback, and error documentation, providing coaching to representatives to ensure adherence to established processes.
- A minimum of 3 years of leadership experience in a contact center setting.
- Proven experience in managing customer escalations.
- Exceptional written and verbal communication skills.
- Capability to coach, train, and inspire employees while assessing their performance.
- Skilled in maintaining composure in high-pressure situations and adept at managing tense interactions, especially during peak periods.
- Hybrid work model, with in-office requirements from Tuesday to Thursday and the option to work remotely on Mondays and Fridays.
- Comprehensive health, dental, and vision insurance, including mental health support.
- 401(k) matching with a Roth option (for U.S. based employees only).
- Paid time off and holidays.
- Sabbatical program (for eligible positions).
- Summer hours (for eligible positions).
- Paid parental leave.
- Diversity, Equity, and Inclusion groups.
- Employee recognition and rewards program.
- Charitable matching and a paid volunteer day, among other benefits.
Enova International is a prominent financial technology firm that delivers online financial services through our AI and machine learning-driven ColossusTM platform. We cater to non-prime consumers and businesses, providing world-class technology and services to traditional banks to facilitate accessible credit for millions.
Our values-driven approach is central to Enova's success. We embody our values by listening to our customers, challenging assumptions, thinking innovatively, setting high expectations, and nurturing talent. Through our commitment to creating an exceptional workplace, we foster an inclusive culture where our employees can thrive. For more information about Enova's values and culture, please visit our website.
We are committed to providing equal employment opportunities for all individuals and do not discriminate in employment decisions, ensuring the most qualified candidate is selected for each position, regardless of any classification protected by federal, state, or local law.
