As a Customer Service Supervisor, your primary responsibility is to oversee the day to day functions of a team of call center representatives. You will teach, train, and mentor representatives in a fast-paced environment to ensure success and a quality customer experience. You will also ensure the team is aiming for maximum efficiency and overall effectiveness. This role will report to the Department Manager.
Responsibilities
Manage metrics, performance criteria, policies and procedures to continuously 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
Conduct one-on-one meetings, weekly meetings, coaching sessions, and performance reviews in a timely manner
Identify trends and recommend appropriate solutions to improve performance and drive engagement
Assist with new hire interviews, hiring decisions and manage the onboarding process for all new hires within your function
Requirements
3 years of leadership experience in related capacity
Experience within the financial industry and/or loan operations
Excellent written and verbal communication skills
Ability to coach, train, and motivate employees and evaluate their performance
Capable of remaining calm under pressure and navigating tense situations, especially during busy hours
Benefits
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:Supervisor II: $51,000 to $57,000Supervisor III: $60,000 to $71,600Additional 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: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 benefits401(k) matching plus a roth option (U.S. Based employees only)PTO & paid holidays offSabbatical program (for eligible roles)Summer hours (for eligible roles)Paid parental leaveDEI 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 programCharitable matching and a paid volunteer day...Plus so much more!About Enova
Additional Information
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
Enova · Chicago, IL