Contact Center Team Lead (Application Support)

Join Enova, a leading financial technology company, as a Contact Center Team Lead - Application Support. In this role, you will mentor and coach representatives to ensure success and a positive customer experience. You will also manage metrics, performance criteria, policies, and procedures to improve productivity. This is a hybrid position with in-office work required Tuesday through Thursday and remote flexibility on Mondays and Fridays. Enjoy a comprehensive benefits package, including health, dental, and vision insurance, PTO, paid holidays, and a 401(k) matching program.

• Mentor and coach representatives to ensure success and a positive customer experience.
• 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.

• Exhibit effective problem-solving skills
• 3 or more years of contact center experience
• Experience in analyzing data and utilizing it to inform decision-making
• Have relevant experience in the lending industry and/or loan operations
• Strong leadership skills (Prior management experience is not a requirement for this role as it does not involve managing a team)