Customer Service Team Lead (Hybrid)

About the role: As a Customer Service Team Lead within Enova's Contact Center, your primary responsibility is to act as the subject matter expert to help improve your department’s performance. You will mentor representatives to ensure success and a positive customer experience. Additionally, you will play a crucial role in guiding the team towards achieving maximum efficiency and overall effectiveness. Responsibilities: 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 and use of reward and recognition tools Assist with ad-hoc tasks and projects as required Requirements: 3 or more years of contact center experience The capability to motivate and lead teams effectively Have relevant experience in the lending industry and/or loan operations Exhibit strong problem-solving skills Experience in analyzing data and utilizing it to inform decision-making. 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: Click here to review our California Privacy Policy for Job Applicants.