Workforce Management Specialist
The health and safety of Enova’s employees is our number one priority. Enova has not yet determined a return to office date, but will require all employees to be fully vaccinated for COVID-19 before such date. Proof of vaccination will be required. Enova will consider exceptions to this policy on a case-by-case basis for those who need accommodation due to medical reasons or sincerely-held religious beliefs or practices.
About the role:
The Workforce Management (“WFM”) Specialist is primarily responsible for managing real time performance across the contact center. In addition to that, the WFM Specialist will assist with forecasting and scheduling when appropriate. The ideal candidate should have experience with making both real-time and short-term adjustments to maximize staff efficiency while achieving service level expectations.
What you’ll be doing:
- Provide real-time monitoring of service levels and agent’s performance for all channels and functions within the contact center
- Oversee and manage the collection and analysis of performance statistics
- Escalate interruptions or staffing deficiencies to Contact Center Leadership in clear, concise and analytically driven reports
- Communicate scheduling changes to Contact Center Leadership in a timely manner
- Provide production and ad-hoc reports as requested
- Other duties as assigned
We’re excited about you if you have:
- 3+ years of call center experience required
- Minimum of 1 year of experience in workforce management in a contact center environment preferred, not required
- Proficiency in Genesys WFM, Verint, or other WFM softwares
- Strong written, verbal and interpersonal communication skills with proven ability to successfully communicate with various levels of leadership
- Demonstrated excellence in analysis and problem-solving
- Ability to multi-task and respond effectively to their working environment
Our Operations Team:
We work as a team to understand the true needs of the customer and get to the root of the issue to provide the best service possible. Operations team members are trained to handle any and all queries regarding various Enova brands, providing customers with the answers they need to work toward a better financial future. We are here to create an impact and ensure that our customers know they are valued.
About Enova:
Enova is a leading financial technology company providing online financial services through its AI and machine learning powered lending platform. Enova serves the needs of non-prime consumers and small businesses, who are frequently underserved by traditional banks. Enova has provided more than 7 million customers with over $40 billion in loans and financing with market leading products that provide a path for them to improve their financial health. Want to learn more? Just ask any of our almost 1,500 employees.
Our goal at Enova, we believe that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. It is our policy to provide equal employment opportunity for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law. California Applicants: Click here to review our California Privacy Policy for Job Applicants.