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Call Center Supervisor

| Chicago

What you'll do as a Section Manager I:

  • Acts as subject matter expert on departmental processes and use strong product knowledge to answer questions from representatives and provide on the spot training and coaching
  • Regularly review customer experience quality scores providing performance feedback to representatives as well as providing updates to management on trends
  • Monitor department metrics and adjusts workforce accordingly to support business need
  • Assist with customer calls, chats, and issues as needed to meet department service levels
  • Create helpdesk tickets to report technical difficulties, escalated complaints, or representative errors
  • Create daily, weekly, and monthly reporting of departmental metrics for representatives and management
  • Assist with following up on escalated customer interactions (i.e. calls, chats, issues, etc)
  • Lead small departmental ad hoc projects and participate in larger projects
  • Exemplify and apply a professional and customer focused image for all internal and external customers
  • Occasionally responsible to oversee activity of the call center in the absence of a Section Manager II
  • Assist with team huddles and departmental meetings as requested by management
  • Assist with new hire onboarding and refresher training as requested by management
  • Perform other functions as assigned by management

You’re right for this job if you have:

  • 2+ years leadership experience in related capacity
  • Previous call center experience
  • Excellent written/oral communication and interpersonal skills with all levels of management
  • Ability to prioritize, time manage, and meet deadlines
  • Self-managed and motivated
  • Exceptional customer service skills
  • Strong problem solving and analytical skills
  • Proven project leadership and conflict resolution skills
  • Ability to motivate and lead a team
  • Must be very comfortable using computers and Microsoft Office Suite
 

This role is for an early morning shift supporting our UK operations. Shifts available as early as 2am-7am depending on candidate availability.

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Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • PythonLanguages
    • RubyLanguages
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • IllustratorDesign
    • PhotoshopDesign
    • JIRAManagement

Location

175 W Jackson - Located right in the loop and easily accessible from the suburbs or the city.
Enova uses collaboration (plus a #win tradition) to tackle challenges
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An Insider's view of Enova

How would you describe the company’s work-life balance?

Enova encourages employees to own their work-life balance journey by providing an environment that allows them to be successful. Leaders value the results you create, rather than the number of hours in front of your desk to get to those results. Bottom line, people respect that you have your own unique working style, which is yours to discover.

Jungmin

Cho

What are some social events your company does?

Enova’s social calendar has something for everyone. Events range from comedy shows to bowling for charity. We host & sponsors events, including the Chicago Women in Tech conference and weekly meetups. It’s easy to find people with similar interests; if there’s something missing from Enova’s social list, make it happen! People will definitely join.

Curtis

Hiller

What are Enova Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement

Additional Perks + Benefits

Sabbatical program • Summer Hours • Recognition programs • On-site discounted yoga, manicures, haircuts and massages • After-hours food delivery and commuting reimbursement • Monthly social events • Discounted gym memberships • Intramural sports • Pet insurance

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