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    Call Center Team Lead - Chicago, United States - Enova

    Enova
    Enova Chicago, United States

    2 weeks ago

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    Description

    **Call Center Team Lead - Customer Service**

    at Enova International Chicago, IL **About the role:**

    As a Call Center Team Lead - Customer Service, 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.

    **What youll be doing:**

    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

    Collaborate with and assist support teams to drive business growth

    Perform additional functions as assigned by direct manager

    **Were excited about you if you have:**

    Familiarity with the lending industry and loan operations

    3 years of leadership experience in related capacity

    Excellent written and verbal communication and interpersonal skills

    Ability to prioritize, manage time, and meet deadlines

    Strong problem solving and analytical skills

    Proven project leadership and conflict resolution skills

    Ability to motivate and lead a team

    **Our Operations Team:**

    We work as a team to understand the true needs of the customer and get to the root of the issue to provide the best service possible. Operations team members are trained to handle any and all queries regarding various Enova brands, providing customers with the answers they need to work toward a better financial future. We are here to create an impact and ensure that our customers know they are valued.

    **About Enova:**Enova is a leading financial technology company providing online financial services through its AI and machine learning powered lending platform. Enova serves the needs of non-prime consumers and small businesses, who are frequently underserved by traditional banks. Enova has provided more than 7 million customers with over $40 billion in loans and financing with market leading products that provide a path for them to improve their financial health.

    Our goal at Enova, we believe that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. 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 to review our California Privacy Policy for Job Applicants.

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