Contact Center Department Manager – Customer Service

Enova International

. Supervise the daily activities of call center representatives and supervisors across various shifts .

Posted 11/9/2026full-timeChicago • Illinois • United StatesSeniorLead💰 $75,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive management experience in a call center environment, with a strong focus on delivering exceptional customer service, compliance with lending regulations, and performance management. Capable of developing structured career development plans and leveraging data-driven insights to enhance operational effectiveness.

Highest-signal resume keywords

Call Center ManagementFinancial Industry ExperiencePerformance ManagementData-Driven InsightsCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance EvaluationsCo-Worker Improvement PlansDisciplinary ActionsTalent AssessmentOperational Effectiveness

Soft Skills

CoachingTrainingMotivating EmployeesWritten CommunicationVerbal Communication

Industry Keywords

Lending RegulationsConsumer Lending GuidelinesP&L ObjectivesManagement ReportsCareer Development Plans

About the role

Key responsibilities & impact

Supervise the daily activities of call center representatives and supervisors across various shifts
Deliver exceptional customer service and drive departmental productivity beyond objectives
Lead supervisors to exceed individual, team, departmental, and P&L objectives
Oversee performance management, including biannual performance evaluations, co-worker improvement plans, and disciplinary actions
Ensure compliance with lending regulations and industry consumer lending guidelines
Evaluate management reports to improve efficiencies and productivity
Develop and communicate subordinate job roles and structured career development plans
Exercise judgment in hiring, corrective actions, development plans, performance management, talent assessment, and terminations
Report to the Operations Manager

Requirements

What you’ll need

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
Eligible to work in the United States
Visa sponsorship is not available

Benefits

Comp & perks

Additional compensation may include a bonus
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
Remote flexibility on Mondays and Fridays