Head of Operations

| Chicago

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."

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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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