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Collections Team Lead
Enova InternationalCollections Team Lead at Enova mentoring contact center representatives for successful customer experiences. Collaborating with management for team efficiency and effectiveness in a hybrid work environment.
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Benefits
Comp & perks- 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!
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisperformance metricsquality assurancecustomer experience
Soft Skills
leadershipproblem-solvingcoachingemployee engagement