Workforce Management Senior Associate Hybrid
Workforce Management Senior Associate Hybrid
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$ 75000 - 82200
1 Vacancy
Job Description
We are interested in every qualified candidate who is eligible to work in the United States. However we are not able to sponsor visas or take over sponsorship at this time. #BIHybrid #LIHybrid
About the role:
The Workforce Management (WFM) Senior Associate is responsible for developing volume and staffing forecasting models to surpass service levels and meet customer demands. The ideal candidate possesses experience in overseeing forecasting and scheduling within an inbound/outbound contact center environment across various functions collaborating directly with business and marketing stakeholders. This role reports to the Workforce Management Department Manager.
Responsibilities:
- Conduct shortterm and longterm forecasting for contact center functions within defined budgets
- Enhance forecasting efficiency within the WFM department providing daily reporting on forecast deltas and performance levels
- Collaborate with Scheduling and Intraday Analysts to input modifications and address scheduling gaps in forecast staffing plans
- Partner with internal business units to capture and account for impacts on call volume or handle times exploring strategic opportunities for efficiency gains
- Lead weekly reviews of forecasting volume and staffing reports identify and define risks and report findings in monthly meetings to Contact Center leadership
Requirements:
- 3 or more years of workforce management experience in a contact center environment including expertise in both longterm and shortterm capacity planning models and multichannel environments.
- Proficiency in Genesys WFM Verint or other WFM software
- Strong written verbal and interpersonal communication skills with proven ability to successfully communicate with various levels of leadership
- Demonstrated excellence in analysis and problemsolving
- Ability to multitask and respond effectively to a changing working environment
Compensation:
The budgeted annual salary range for this position is $75000 to $82200. Actual annual salary will be determined based on qualifications skills experience and level assessed during the hiring process and may fall outside of the range shown. Additional compensation for this role may include a bonus. All fulltime employees are eligible to participate in Company benefits described in more detail here.
Benefits & Perks:
- Hybrid roles entail working inoffice from Tuesday to Thursday with the choice to work remotely on Mondays and Fridays
- Health dental and vision insurance including mental health benefits
- 401(k) matching plus a roth option (U.S. Based employees only)
- PTO & paid holidays off
- Sabbatical program (for eligible roles)
- Summer hours (for eligible roles)
- Paid parental leave
- DEI groups (B.L.A.C.K. @ Enova HOLA @ Enova Women @ Enova Pride @ Enova South Asians @ Enova APEX @ Enova and Parents @ Enova)
- Employee recognition and rewards program
- Charitable matching and a paid volunteer dayPlus so much more!
About Enova
Enova International is a leading financial technology company that provides online financial services through our AI and machine learningpowered Colossusplatform. We serve nonprime consumers and businesses alike while offering worldclass technology and services to traditional banksin order to create accessible credit for millions.
Being a valuesdriven organization is at the core of Enovas success. We live our values by listening to our customers challenging assumptions thinking big setting high expectations and hiring and developing the best. Through our values and our commitment to making Enova an awesome place to work we maintain an environment of inclusion and culture where our employees can thrive. You can learn more about Enovas values and culture here.
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.
Required Experience:
Senior IC
Employment Type
Full Time
