Contact Center Team Lead - Application Support (Hybrid)
Enova International
$21 - $23 / hour
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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-
Shift Schedule: Sun 9:00am-5:30pm, Mon-Thur 11:30am-8:00pm CT
About the role:
As a Contact Center Team Lead - Application Support, your primary responsibility is to mentor and coach representatives to ensure success and a positive customer experience. Additionally, you will partner with management in guiding the team towards achieving maximum efficiency and overall effectiveness.
Responsibilities:
- Manage metrics, performance criteria, policies and procedures to 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
- Identify trends and recommend appropriate solutions to improve performance and promote engagement
- Support employee engagement with use of reward and recognition tools
- Assist with ad-hoc tasks and projects as required
Requirements:
- 3 or more years of contact center experience
- Strong leadership skills (Prior management experience is not a requirement for this role as it does not involve managing a team)
- Have relevant experience in the lending industry and/or loan operations
- Exhibit effective problem-solving skills
- Experience in analyzing data and utilizing it to inform decision-making
Compensation:
The budgeted hourly rate range for this position is $21.00 to $23.00. Actual rate 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 commission or 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
Enova International is seeking an Application Support Team Lead to work hybrid in Chicago, coaching and developing contact center representatives while driving performance improvements. The role centers on mentoring—reviewing quality metrics, customer feedback, and error reports to guide representatives toward better outcomes, while identifying performance trends and recommending solutions. You'll also support team engagement through recognition programs and assist with broader projects as needed.
The position requires at least three years of contact center experience and a background in lending or loan operations. Strong leadership and problem-solving skills are essential, along with the ability to analyze data and use it to guide decisions. Note that while this is a team-focused leadership role, prior management experience is not required. The hybrid schedule calls for in-office presence Tuesday through Thursday, with remote work flexibility on Mondays and Fridays.
Compensation ranges from $21 to $23 per hour, with potential commission or bonus, plus standard full-time benefits including health coverage, 401(k) matching, PTO, and paid parental leave. The role requires U.S. work eligibility; visa sponsorship is not available.
How this employer is doing
average
- News: Recently Raised Funding
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Pay for this role
$21 to $23 per hour
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