Contact Center Supervisor - Loan Processing (Hybrid)

Enova · Chicago

Otherposted 4mo ago

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 - Loan Processing, 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 $51,000 to $57,000. 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.