Why work for Enova?

Here at Enova Financial, we’re anything but conventional. We have fun meeting our customers' individualized needs not only through our extensive marketing relationships, but also our state-of-the-art technology. With career development opportunities and employee recognition programs, we give you the resources necessary to own your career.

Our Operations Team

A collection of knowledgeable, charismatic individuals tasked with handling a majority of Enova's customer interactions. 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.

The Workforce Management Analyst will be responsible for oversight of day to day operations of the Workforce Management Department team. Responsible for Forecasting, Scheduling, Intraday management and reporting needs of the staffing impacts to SLA in a real time basis.

Duties include: 

• Continuous improvements and delegation of multiple tasks to WFM analysts and specialists with a strong understanding of each WFM Functional Role. 
• Assisting in Forecasting, Scheduling, and Real-Time management when needed. 
• Identifying opportunities for improvement and being able to document processes and workflows for the WFM Team
• Oversee and manage collection and analysis reporting on performance statistics for Operations and WFM department management. 
• Ensuring the WFM Team Metrics are met or exceeded while being the liaison for WFM and Operations 
• Escalates interruptions to Senior Leadership in a clear concise analytically driven reports. 
• Creation and maintaining Analytical reporting for WFM and Operations with ability to create reporting AdHoc.
• Understanding of legal requirements for staffing and work processes that adapt to meet legal and corporate requirements. 
• STRONG customer service acumen, being able to gain buy-in and ability to sway decisions
• Ability to work with all internal customers which include:
• Agents
• Leads
• Managers
• Meet or Exceed all KPI metrics defined by Department Manager
• Hold daily meetings with WFM Team Members to identify gaps or issues in Short, Mid and Long Term. 
• Creates and authors business correspondence and procedure manuals. Documents all processes flows and provides written documentation for all changes made to staffing and Forecasting.
• Undertakes self-development learnings and activities on a monthly basis.

Job Requirements:

• 3+ years call center experience required
• 1+ years of Telecom knowledge and terminology 
• 2+ years’ experience in workforce management with workforce management applications 
• Ability to effectively partner with business unit Leads to identify and modify staffing and Forecasting needs in short-term
• Ability to perform software administration, monitor for training, time off and Forecasting of agents
• Ability to effectively explain technical issues and concepts to a non-technical audience
• Must be detail-oriented
• Strong sense of urgency - dedicated to meeting expectations and requirements
• Ability to manage multiple priorities with little or no direction
• Able to easily adapt to changes, challenges as well as facilitate requests
• Exceptional customer service and interpersonal skills

Ability to work occasional extra hours, including weekends, as business demands dictate Experience creating and maintaining work schedules in an inbound/outbound call center environment with multiple service level goals preferred

Why join Enova?

• Wear jeans to work every day? That's right - it is a fun and casual work environment
• Enjoy free coffee and tea 24/7
• Grow your career with training and development to reach goals of advancement
• Enjoy onsite massages to keep you feeling refreshed
• Attend frequent get-togethers - recognition lunches and team events
• Partake in a variety of employee discount programs
• Earn points with the employee rewards program by doing good work, trade them in to buy cool stuff!

About Enova:

Hard working people need access to fast, trust-worthy credit and Enova uses advanced technology and analytics to provide that to them. With a focus on non-prime customers and small businesses, we’ve served over 5 millions customers through our six businesses in the US and abroad. We’re born and raised in Chicago and we pride ourselves on hiring smart, driven people who like solving challenging business problems. Our philosophy is simple, “Life’s short. Work some place awesome.”

Many of us consider our people to be Enova’s best perk. We have 1,500+ employees and your teammates are as passionate about their work as you are. Your manager and team will encourage you to think outside the box and will celebrate your wins with you along the way. We’re big on career growth and make sure you have the tools you need to succeed. On top of that, we also offer competitive salaries, health care benefits, a 401k matching plan, summer hours, tuition reimbursement and a sabbatical program. Our Chicago headquarters even offers over 100 different kinds of snacks, a game room, onsite massages/barbers/nail technicians, and a variety of different social events.

Our goal at Enova is to recruit, hire, develop and maintain a diverse workforce. 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.