Call Center Supervisor, Payment Operations (Hybrid)

Back to jobs Call Center Supervisor, Payment Operations (Hybrid) Chicago, IL Apply We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time. #BI-Hybrid #LI-Hybrid About the role: As a Call Center Supervisor, Payment Operations, your role will involve supervising the daily performance of our Cash Applications team and fostering team engagement. Your responsibilities will include instructing, onboarding, training, and mentoring representatives, with a primary objective of effectively posting payments same-day, refunding payments within our SLAs, and minimizing payment errors and customer escalations. This role reports to the Department Manager. Responsibilities: Drive team performance through regular coaching and development to ensure high standards of execution are maintained Partner with operations, quality, business and compliance teams to explore opportunities to streamline and improve processes that result in improved ways for working payments and refunds Identify root cause of customer payment/processing errors and recommend solutions to mitigate exposure to future escalations or risk to business Prepare and analyze departmental reporting to enhance performance efficiencies and drive productivity improvements on an ongoing basis Review quality assurance reports, payment posting questions, and refund processing execution and error reports and provide coaching to representatives to ensure they are adhering to processes as defined Requirements: 3 years of leadership experience in a contact center environment Experience handling payments utilizing excel, microstrategy dashboards and amazon workspace or similar CRMs Excellent written and verbal communication skills Ability to coach, train, and motivate employees and evaluate their performance Proficient at maintaining composure in high-pressure scenarios and adept at handling tense situations, particularly during peak hours. Compensation: This position includes various levels within our career ladder. The actual annual salary will be determined based on qualifications, skills, experience, and level assessed during the hiring process and may fall outside of the ranges shown. Budgeted annual salary ranges: Section Manager II: $51,000 to $57,000 Section Manager III: $60,000 to $71,600 Additional compensation for this role may include a bonus. All full-time employees are eligible to participate in Company benefits, described in more detail here . 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. 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