Contact Center Manager (Hybrid)

Enova's hybrid work model allows employees to work in the office T, W, and TH with the option to work from home on Monday and Friday. The health and safety of Enova's employees is our number one priority and all employees are required to be fully vaccinated for COVID-19.  Proof of vaccination will be requested regardless of work location, unless prohibited by applicable state law. Employees may request an exemption to the vaccination policy due to medical reasons, sincerely-held religious beliefs, or as otherwise permitted by applicable state law.

About the role:

As a Contact Center Manager, you'll be a key player on our Operations Team. You will oversee day-to-day functions of call center representatives and managers across multiple shifts and/or departments. You'll be responsible for ensuring a high level of customer service and drive department production to exceed goals. The ideal candidate will be a problem-solver with strong leadership skills and you're able to maximize resources to get the job done. 

What you'll be doing:

• Manage and lead section managers to meet and exceed individual, team, departmental, and P&L objectives
• Ensure lending compliance within respective departments as it relates to industry consumer lending guidelines
• Identify, develop and implement improved department procedures and practices on an ongoing basis and drive department strategy
• Prepare and analyze management reporting to enhance efficiencies and drive productivity improvements on an ongoing basis
• Facilitate and oversee the performance management process including biannual performance reviews, co-worker improvement plans, and disciplinary corrective actions
• Responsible to lead and execute new and/or ongoing projects with key stakeholders to drive and execute business objectives
• Create, communicate, and effectively execute subordinate job responsibilities and provide defined job developmental and or career development plans
• Demonstrate sound judgmental decisions with daily responsibilities including hiring, corrective action, developmental plans, performance management, performance improvement plans, talent assessment, and termination
• Create an environment focused on generating a great internal and external customer experience

We're excited about you if you have:

• Bachelor's degree is strongly preferred
• 4+ years management experience in related capacity 
• Experience leading in a remote and hybrid environment
• Excellent written/oral communication and interpersonal skills with all levels of management
• Exceptional customer service skills
• Strong problem solving and analytical skills
• Proven project leadership and conflict resolution skills
• Must be very comfortable using computers and Google Suite; superior Excel/Google Sheets skills

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.