Contact Center Team Lead - Outbound Collections (Hybrid)

Contact Center Team Lead - Outbound Collections

As a Contact Center Team Lead - Outbound Collections, your primary responsibility is to mentor and coach Outbound Collections Representatives to ensure success and a positive customer experience. Additionally, you will partner with management in guiding the team towards achieving maximum efficiency and overall effectiveness.

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

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

The budgeted hourly rate range for this position is $21.00 to $23.00. Actual rate will be determined based on qualifications, skills, experience, and level assessed during the hiring process and may fall outside of the range shown. Additional compensation for this role may include commission or bonus. All full-time employees are eligible to participate in Company benefits, described in more detail here.

Our hybrid roles require in-office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This schedule fosters collaboration, team connection, and strategic planning, enhancing communication and effectiveness to drive results.

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 dayPlus so much more!

Enova International is a leading financial technology company that provides online financial services through our AI and machine learning-powered Colossusplatform. We serve non-prime consumers and businesses alike, while offering world-class technology and services to traditional banksin 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: Click here to review our California Privacy Policy for Job Applicants.