Contact Center Supervisor - Collections (Hybrid)
Enova International
$50,000 - $60,000 / year
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Description
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time. #BI-Hybrid #LI-Hybrid
About the role:
As a Contact Center Supervisor - Collections, your primary responsibility is to oversee the day to day functions of a team of representatives. You will teach, train, and mentor representatives in a fast-paced environment to ensure success and a quality customer experience. You will also ensure the team is aiming for maximum efficiency and overall effectiveness. This role will report to the Department Manager.
Responsibilities:
- Manage metrics, performance criteria, policies and procedures to continuously improve representative's 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 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
Compensation:
The budgeted annual salary range for this position is $50,000 to $60,000. Actual annual salary will be determined based on qualifications, skills, experience, and level assessed during the hiring process and may fall outside of the range shown. Additional compensation for this role may include a bonus. All full-time employees are eligible to participate in Company benefits, described in more detail here.
Benefits & Perks:
- Our hybrid roles require in-office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This schedule fosters collaboration, team connection, and strategic planning, enhancing communication and effectiveness to drive results.
- 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…Plus so much more!
About Enova
Enova International is a leading financial technology company that provides online financial services through our AI and machine learning-powered Colossus™platform. We serve non-prime consumers and businesses alike, while offering world-class technology and services to traditional banks—in order to create accessible credit for millions.
Being a values-driven organization is at the core of Enova’s success. We live our values by listening to our customers, challenging assumptions, thinking big, setting high expectations, and hiring and developing the best. Through our values and our commitment to making Enova an awesome place to work, we maintain an environment of inclusion and culture where our employees can thrive. You can learn more about Enova’s values and culture here.
It is our policy to provide equal employment opportunity for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law. California Applicants: Click here to review our California Privacy Policy for Job Applicants.
Benefits
- vision insurance
- 401(k)
- paid time off
- parental leave
About this role
Leading a collections contact center team at Enova means managing day-to-day operations while coaching representatives through a high-pressure environment. You'll oversee performance metrics, conduct quality reviews, and run one-on-one coaching sessions to drive both productivity and customer experience. The role also involves hiring and onboarding new team members, identifying performance trends, and recommending solutions to keep the team engaged and effective.
This position requires three years of leadership experience, ideally with a background in financial services or loan operations. You'll need strong communication skills and the ability to stay composed during busy periods while motivating and evaluating your team. The role reports to a Department Manager and sits within Enova's collections function.
Based in Chicago with a hybrid schedule (in-office Tuesday through Thursday), the position offers a salary of $51,000 to $57,000 plus potential bonus, along with health and dental coverage, 401(k) matching, PTO, paid parental leave, and access to employee resource groups. Note that this is listed as a volunteer role and requires current U.S. work authorization; Enova does not sponsor visas.
How this employer is doing
average
- News: Recently Raised Funding
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Pay for this role
$50,000 to $60,000 per year
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