Enova
Chicago, IL

Head of Operations at Enova

| Chicago
Sorry, this job was removed at 4:47 p.m. (CST) on Monday, May 18, 2020
Find out who's hiring in Chicago.
See all Operations jobs in Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Role: Director of Operations (Contact Center)

What you'll be doing:

At Enova, we have a strong emphasis on customer first and operations excellence. The Director of Operations manages and optimizes operations of the contact center function. The position is responsible for building a world-class contact center team, ensuring an efficient and consistent set of processes and procedures, and driving initiatives that create best-in-class customer experience. A commitment to excellence is demonstrated through driving people development programs enhancing employee engagement, knowledge, skills, and morale.

The Director of Operations will be measured by the organization’s ability to provide high quality services, increased use of new proven technologies to increase efficiency, and achievement of performance metrics. The Director of Operations will execute Enova’s vision for operations to ensure the contact center meets customer and organization needs and continually engage in leading and inspiring the team in implementing best practices.

Primary Responsibilities

  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently drive day-to-day operations within the contact center
  • Champion contact center best practices and understand Enova’s unique business needs to advance Enova’s vision for its contact center
  • Develop strategies to ensure the customer experience in the contact center is consistent with overall company strategy and values, and drive initiatives that maintain this alignment
  • Work with operational teams, IT leadership, Strategy and Operations, and Product Management to optimize and integrate the technology required to support the contact center
  • Develop, implement and maintain effective Workforce Management (WFM) and Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
  • Maintain close, collaborative relationships with groups across the organization including business teams, IT and Business Intelligence.
  • Develop communication mechanisms for sharing KPIs and strategic initiatives within the contact center with key organizational stakeholders to ensure alignment and transparency
  • Responsible for contact center operating budget as it relates to staffing and incentives
  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, performance standards, staffing levels and supervision
  • Foster a teamwork environment that promotes collaboration and develops talent

What you should have:

  • Bachelor's degree
  • 10+ years of leadership experience in a contact center environment; minimum of 5 years leading multiple functions within contact center
  • Proven track record of managing complex, highly technical projects across functions and business
  • Demonstrated ability to analyze, develop, and implement metrics and process enhancements that ensure key performance indicators are aligned with desired outcomes
  • Strong leadership, mentoring and relationship building skills with ability to effectively manage groups and individuals at various levels
  • Experience in world-class contact center transformation process

About Enova:

Enova is a leading provider of online financial services that leverages its advanced technology and analytics to provide access to credit for non-prime consumers and small businesses. Our roots are in Chicago, but we have served nearly 5 million customers through our six businesses in the U.S. and abroad. We pride ourselves on hiring smart and driven people who bring new and innovative ideas to the table. Our philosophy is, "Life’s short. Work some place awesome."

See More
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Where we are

175 W Jackson - Located right in the loop and easily accessible from the suburbs or the city.

Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • IllustratorDesign
    • PhotoshopDesign
    • JIRAManagement
Previous
Next

What are Enova Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Intracompany committees
Women @ Enova, Pride @ Enova, South Asians @ Enova, and more!
Open door policy
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
- B.L.A.C.K @ Enova - HOLA @ Enova - Pride @ Enova - South Asians @ Enova - Women @ Enova - Parents @ Enova
Hiring Practices that Promote Diversity
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
Team workouts
Enova's team fitness initiatives include Sponsored race teams.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Acme Co. provides Backup child care assistance.
Generous Parental Leave
Flexible Work Schedule
Enova employees are able to leave at 2pm on Fridays between Memorial Day and Labor Day!
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Past events have been at the Museum of Science and Industry, Millennium Park and more!
Vacation & Time Off Benefits
Paid Volunteer Time
Sabbatical
Eligible employees get 30 days of paid sabbatical after their first 4 years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
We provide free breakfast on Monday.
Happy Hours
Company-wide happy hours are hosted once per month and team's host happy hours at their discretion..
Parking
We offer employees discounted on-site garage parking.
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Both company-wide and department-specific events.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

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

An Insider's view of Enova

What’s the vibe like in the office?

Enova has a fun, but hardworking vibe. Throughout my time here, even while everyone is hard at work, we are all still enjoying what we do and who we get to do it with.

Mercedez

Learning Systems Administrator

What projects are you most excited about?

My job requires me to think about my work from many different angles, and often make decisions when there is no obvious 'right' answer. I really enjoy the opportunity of tackling new challenges and mastering different decision-making frameworks.

Monica

Sr Manager, Product Management

How does the company support your career growth?

Enova supported my career/growth with training when I started. In baseline, the training program for new software engineers, we were given the time to learn before joining a team. It was great to have dedicated time just focused on learning and getting acclimated to Enova before jumping into project work.

Elena

Software Engineer II

What’s the vibe like in the office?

Enova provides an open and supportive environment that allows employees to proactively grow and develop. Leaders and mentors motivate team members to discover a better way to do the work. Here you can find yourself surrounded by talented, inspiring people.

Grace

Data Analyst I

Enova Careers in Chicago
1

All Jobs
All Jobs
Dev + Engineer
Tap to close

Software Engineer General Application

Enova
Chicago
2 days ago
+57
What you’ll be doing: As a Senior Software Engineer, you’ll be designing and implementing technical solutions to business problems. You’ll collaborate with other engineers to build the best systems for the problem at hand, learning from Lead Engineers and Architects, while mentoring junior developers. Most problems have multiple solutions and we need your expertise to figure out which one is best, influence technical teams of your solution, and drive to completion.