Call Center Supervisor @ Enova

INACTIVE

Full-Time

Call Center Supervisor

Customer Service, Hybrid

Posted on 4/5/2024

Enova

1,001-5,000 employees

Online financial services for non-prime consumers

Data & Analytics

AI & Machine Learning

Financial Services

Mid, Senior

South Jordan, UT, USA

Required Skills

Communications

Customer Service

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

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

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 Call Center Supervisor, 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. Additionally, you’ll oversee the team’s efforts to achieve 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

Benefits & Perks:

Hybrid roles entail working in-office from Tuesday to Thursday, with the choice to work remotely on Mondays and Fridays
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: Clickhere to review our California Privacy Policy for Job Applicants.

Enova

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Website

View Company Profile

At Enova International, employees thrive in a cutting-edge environment where advanced analytics and machine learning technology shape the future of online financial services for non-prime consumers and small businesses. Providing a platform that has facilitated over $52 billion in loans, the company empowers its team to innovate and solve complex challenges, fostering a culture of leadership in the finance technology sector. This focus on technical excellence and impactful solutions makes it an admirable workplace for professionals looking to make a real difference in the industry.

Company Stage

IPO

Total Funding

$400M

Headquarters

Chicago, Illinois

Founded

2004

Growth & Insights

Headcount

6 month growth

↑ 3%

1 year growth

↑ 9%

2 year growth

↑ 31%

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!

INACTIVE