Contact Center Team Lead – Outbound Collections

Enova International

. Mentor and coach Outbound Collections Representatives to ensure success and a positive customer experience .

Posted 11/6/2026full-timeChicago • Illinois • United StatesSenior💰 $21 - $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and mentoring capabilities to enhance team performance in outbound collections. Utilizes data analysis and problem-solving skills to drive efficiency and improve customer experience in the lending industry.

Highest-signal resume keywords

Leadership SkillsContact Center ExperienceData AnalysisProblem-Solving SkillsLending Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

CoachingMentoringCustomer Experience ManagementEmployee Engagement

Tools & Technologies

Quality Assurance ReportsCustomer Survey ToolsPerformance Metrics Management

Industry Keywords

Loan OperationsOutbound CollectionsPerformance CriteriaError ReportsEngagement Strategies

About the role

Key responsibilities & impact

Mentor and coach Outbound Collections Representatives to ensure success and a positive customer experience
Partner with management to guide the team toward maximum efficiency and overall effectiveness
Manage metrics, performance criteria, policies, and procedures to improve representative productivity
Review quality assurance reports, customer survey responses, and error reports
Provide coaching to representatives to ensure the expected customer experience
Identify trends and recommend solutions to improve performance and promote engagement
Support employee engagement through reward and recognition tools
Assist with ad-hoc tasks and projects as required

Requirements

What you’ll need

3 or more years of contact center experience
Strong leadership skills
Relevant experience in the lending industry and/or loan operations
Effective problem-solving skills
Experience analyzing data and utilizing it to inform decision-making

Benefits

Comp & perks

Our hybrid roles require in-office work Tuesday through Thursday, with remote flexibility 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
Additional compensation may include commission or bonus