Reports to: Operations Manager, Shared Services


Position Summary:

Enova is seeking to hire a Workforce Management Department Manager to optimize our workforce, using Genesys WFM software. With the help of a support team, this person will operate as an owner to help drive the implementation of, and develop the overall strategy for, our WFM program. We will look to this highly motivated person to establish a strong set of best practices and methods to maximize efficiency and occupancy, to meet fluctuating volumes and staffing demands.

What You'll Do Here:

  • Provide ongoing support and oversight of the day-to-day call center operation as it relates to schedule adherence and call center performance.

  • Manage a team of people to effectively monitor real-time performance and adherence to defined schedules and off the phone events (breaks, meetings, training, etc).

  • Create and monitor thresholds for acceptable phone state ranges and call outcomes (short calls, long calls, phone state activity, etc).

  • Establish a method for regular audits and actionable alerts and turn them into short term and long term improvements.

  • Attend and / or drive regular stakeholder meetings to review workforce planning and identify and communicate any staffing risks which would impact SLA’s or KPI’s.

  • Ensure compliance of all internal and external policies, including but not limited to; Security, HR, and Operations. Quickly communicate any violations (including supporting documentation) to appropriate levels of management without delay.

  • Operate as the subject matter expert in using Genesys WFM software and Workday, as well as understand complexity of the call center environment (blended roles or CRM variations and how they may impact results).

  • Maintain healthy and effective partnerships with all levels of Ops management and alternate stakeholders. Communicate regularly as needed.

  • Proactively identify needs for additional training or insight for those that use our WFM tools or are impacted by call center performance.

  • Ensure general precision as well, as data integrity, within systems of record. Triage and effectively communicate any such issues with urgency.

  • Develop actionable reporting or methods of monitoring performance to ensure that we can exceed established SLA’s and drive efficiency improvements.

  • Move quickly with decision making while balancing appropriate levels of communication and buy-in with stakeholders.

  • Extensively document all WFM policies and procedures as well as any performance issues or situations that could disturb SLA’s or alter our staffing / capacity planning.

  • Perform additional functions and/or stretch assignments as delegated.

What We Need From You:

  • Bachelor’s Degree with minimum of 1 year of Workforce Management experience

  • Experience working with Genesys WFM software

  • Excellent written/verbal communication skills across a wide range of stakeholders

  • Ability to prioritize, manage time effectively, and meet deadlines

  • Comfortability with a changing environment

  • Self-driven and motivated

  • Strong problem solving and analytical skills

  • Proven project leadership, change management, and conflict resolution skills

  • Ability to motivate and lead a team

Stuff We Like, But Don't Require:

  • Specific experience with budgeting, forecasting, and cost analysis

  • Experience using Workday as an integrated tool with Genesys WFM software

  • Workforce Management experience within a multi-site or omnichannel contact center

  • Leadership and supervisory experience in related capacity

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.

Enova Overview:

Enova is a leading provider of online financial services that uses 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 creative ideas to the table. Our mentality is, "Life’s short. Work someplace awesome." Ready to join us?


Perks means something different to everyone. Yes, we have snacks and a game room, but we also have summer hours, a sabbatical program, 401k matching and education reimbursement. Most importantly, we like to think of our people as perks too. Isn’t working with innovative colleagues critical to the success in your next job?

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