Workforce Management Associate

| Chicago
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How do you like to make a difference?

Think back to your last job. Did you feel like you were making an impact? Members of our Operations team know that every call, chat, or email conversation they have with a customer is important; it’s important to the customer, and it’s important to the business. Our ‘Customer First’ company value drives each person in our contact center to provide great customer service, and our strong track record of promoting from within rewards those who truly embody that value. We invest in our people so they can grow, whether it’s straight up the ladder or along their own unique path. This creates a culture where you can truly be seen. Life is short. Work someplace awesome.

Role

The Workforce Management Associate will be responsible for delivery of volume and staffing forecast models to meet service level and customer demand at the interval daily, weekly and monthly levels with focus on Forecasting variance efficiencies.

How You’ll Spend Your Time

  • Deep understanding of Forecasting in a call center to account for various metrics to include customer demand, interval, day of week, on demand and seasonality workload
  • Forecast for Multi-Site, Multi-Channel and Multi-Skill volume taking in considerations of economies of scale to right size staffing models.
  • Optimizing forecast to ensure Service Levels at the interval level that can be rolled up 
  • Organize and maintain data in several applications to include Genesys, Excel and data base reporting to assist in forecasting management
  • Assesses and improves forecasting efficiency within the WFM department while being able to provide forecast reporting deltas and performance on a daily level.
  • Work with Scheduling and Intra-Day Analysts to ensure that all modifications and gaps are inputted into forecast staffing plans. 
  • Partners with management, project management, Training, HR and Marketing teams to ensure that any impacts to call volume are captured and accounted for in builds. 
  • Continuously seeks opportunities to build on knowledge of Genesys Forecasting tool; shares knowledge gained with the management team to drive improvement in performance and metrics attainment.
  • Able to lead weekly review of forecasting volume and staffing reporting to Operations including senior management. 
  • Ability to identify and define risks in Forecasting and staffing and report these findings in monthly meetings to operations.
  • Creates and authors business correspondence and procedure manuals. Documents all processes flows and provides written documentation for all changes made to staffing and Forecasting.

We Are Excited About You If You Have

  • 2+ years call center experience and workforce management with workforce management applications 
  • Ability to effectively partner with business unit managers to identify and modify staffing and Forecasting needs in short-term
  • Perform software administration, monitor for training, time off and Forecasting of agents
  • Proactively work with various managers in developing pre-scheduled events
  • Strong sense of urgency - dedicated to meeting expectations and requirements
  • 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

  • Grow your career with training and development opportunities 
  • Attend frequent get-togethers - recognition lunches and team events
  • Wear jeans to work every day? That's right - it is a fun and casual work environment
  • You will also have the opportunity to earn a performance driven bonus incentive

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 FinTech company dedicated to using technology to help hard-working people get access to fast, trustworthy credit. To date, we’ve helped more than 5 million customers around the world. Born and raised in Chicago, our philosophy is simple, “Life’s short. Work someplace awesome.” 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.

 

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Technology we use

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

Location

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

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

Culture
Volunteer in local community
Partners with Nonprofits
Intracompany committees
Open door policy
Pair programming
Open office floor plan
Diversity
Unconscious bias training
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)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Enova employees are able to leave at 2pm on Fridays between Memorial Day and Labor Day!
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
Happy Hours
Parking
We offer employees discounted on-site garage parking.
Relocation Assistance
Fitness Subsidies
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

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 • Intramural sports • Pet insurance

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