Customer Service Department Manager (Hybrid)

Enova Agency - Chicago, IL

Full-time - Mid Level

Chicago, IL

Credit Intermediation and Related Activities

About the position

The Customer Service Department Manager plays a vital role in the Operations Team, overseeing the daily activities of call center representatives and managers. The focus is on delivering exceptional customer service and driving productivity to exceed departmental objectives. This position reports to the Operations Manager.

Responsibilities

• Lead section managers to surpass individual, team, departmental, and P&L objectives, overseeing the performance management process, including biannual performance evaluations, co-worker improvement plans, and disciplinary actions.
• Ensure compliance with lending regulations within relevant departments, adhering to industry consumer lending guidelines.
• Evaluate management reports to enhance efficiencies and continuously improve productivity.
• Develop and communicate subordinate job roles, providing structured career development plans.
• Exercise sound judgment in daily responsibilities such as hiring, corrective actions, development plans, performance management, talent assessment, and terminations.

Requirements

• 7 or more years management experience in a call center environment
• Experience within the financial or lending industry
• Ability to coach, train, and motivate employees and evaluate their performance
• Excellent written and verbal communication and interpersonal skills with all levels of staff and management
• Proven track record of leveraging data-driven insights to enhance success and overall operational effectiveness.

Benefits

• 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