Full-Time
Call Center Supervisor
Customer Escalations, Hybrid
Posted on 7/9/2024
Enova
1,001-5,000 employees
Online financial services and credit solutions
Mid
Chicago, IL, USA
Requires onsite presence in Chicago from Tuesday to Thursday, with the option to work remotely on Mondays and Fridays.
- 3 years of leadership experience in a contact center environment
- Experience resolving customer escalations
- Excellent written and verbal communication skills
- Ability to coach, train, and motivate employees and evaluate their performance
- Proficient at maintaining composure in high-pressure scenarios and adept at handling tense situations, particularly during peak hours
- Drive team performance through regular coaching and development to ensure high standards of execution are maintained
- Partner with operations, quality, and compliance teams to explore opportunities to streamline and improve processes that result in improved customer experience
- Identify root cause of customer complaints/processing errors and recommend solutions to mitigate exposure to future escalations or risk to business
- Prepare and analyze departmental reporting to enhance performance efficiencies and drive productivity improvements on an ongoing basis
- Review quality assurance reports, customer survey responses and error reports and provide coaching to representatives to ensure they are adhering to processes as defined
Enova provides online financial services, focusing on accessible credit solutions for non-prime consumers and small businesses. Their platform uses machine learning to evaluate creditworthiness, allowing them to offer loans to individuals with lower credit scores who may struggle to obtain financing from traditional banks. Enova differentiates itself by targeting underserved markets, addressing the financial challenges faced by many Americans and small businesses. The company generates revenue through interest and fees on its diverse range of financial products, including personal loans and lines of credit. Additionally, Enova partners with traditional banks to enhance their credit offerings, expanding access to financial services. The goal of Enova is to help hardworking individuals and businesses gain access to reliable credit while promoting diversity and inclusion within its workforce.
Company Stage
IPO
Total Funding
$400M
Headquarters
Chicago, Illinois
Founded
2004
6 month growth
↑ 0%1 year growth
↑ 0%2 year growth
↑ 4%
Simplify's Take
What believers are saying
- Enova's machine learning advancements improve risk assessment and competitive rate offerings.
- The rise of open banking allows Enova to access consumer financial data easily.
- Growing focus on financial inclusion aligns with Enova's mission, driving regulatory support.
What critics are saying
- Rising interest rates could reduce demand for Enova's loan products.
- Increased competition from fintech startups may erode Enova's market share.
- Regulatory scrutiny on non-prime lending could increase operational costs for Enova.
What makes Enova unique
- Enova uses machine learning to assess creditworthiness, offering tailored financial products.
- The company collaborates with traditional banks to enhance their credit offerings.
- Enova's mission-driven approach focuses on serving underserved consumers and small businesses.
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Benefits
Advance your career - We have a dedicated training team focused on giving you the tools you need to succeed within your department, within the company and in your career. The focus starts day one with a robust onboarding program and continues throughout your career at Enova.
See the benefits - Full-time employees receive medical, dental and vision benefits; matching 401(k); PTO; commuter benefits; flexible spending accounts for health care and dependent daycare; and more!
Be recognized - There’s plenty of room for both lateral and upward movement here at Enova. We’re always interested in promoting from within, and we keep a lookout for top talent who are ready to advance.
Get your perks - Full-time employees can receive tuition reimbursement, one-month paid sabbatical after four years, discounted massages, manicures and other perks.
Give back - We work throughout the year to partner with local charities and assist our neighbors in need. We also offer a charitable match program — allowing team members to double their impact when they donate money to charity.
Have fun - We like challenges here; maybe that’s why we have so many games, competitions and outings. There are a number of ways you can scratch your competitive itch and have fun!