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Financial Services, Fintech

Contact Center Team Lead - Outbound Collections (Hybrid)

Chicago, ILHybridFull TimeLead$21–$23 /hrPosted 1 day agoVisa sponsorship available

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Required skills

  • Outbound Collections
  • Contact Center
  • Lending industry
  • Loan operations
  • Metrics
  • Productivity
  • Quality Assurance Reports
  • Customer Survey Responses
  • Error Reports
  • Data Analysis

Nice to have

  • AI
  • Machine Learning
  • Colossus platform

Role summary

Enova International is seeking a Contact Center Team Lead for Outbound Collections. This hybrid role focuses on mentoring and coaching representatives to improve productivity and customer experience, while analyzing data and identifying trends to inform decision-making. The position requires 3+ years of contact center experience and strong leadership skills, with relevant experience in the lending industry or loan operations. Responsibilities include managing performance metrics, reviewing quality assurance reports, and supporting employee engagement initiatives. The role does not involve direct people management.

About the role:

As a Contact Center Team Lead - Outbound Collections, your primary responsibility is to mentor and coach Outbound Collections 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.

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