Associate, Contact Center S&O (Hybrid)

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.

About the role:

As a Strategy & Operations Associate, you will directly support our Contact Center Operations and tackle projects that ensure Enova is operating at peak performance and continuously improving so our customers can have the best possible experience. Projects can range from short-term immediate impact projects, like automating a business process, to long-term strategic initiatives, such as preparing the Contact Center for a new product launch. The best part? Our team is big enough to have the resources to successfully scale the business but small enough that a single associate has the autonomy to make a meaningful impact. That means you can make your mark.

Responsibilities:

• Manage initiatives that focus on driving new projects, process improvements and customer experience enhancements.
• End-to-end project ownership from initial recommendation through implementation/execution and evaluation of business impact.
• Build and cultivate relationships with cross-functional teams within the organization including product management, operations managers and metrics & reporting.
• Comfort with ambiguity and leading projects with shifting business requirements
• Run ad hoc projects that are often data intensive and require comfort with numbers to make decisions.
• Anticipate bottlenecks, provide management escalation, prioritize and execute projects, balance business needs vs. technical constraints, ensure quality, and drive bottom-line results.
• Effectively write business requirements for contact center-owned tools such as IVR, Genesys Cloud enhancements, chatbots, and CallMiner. 

Requirements:

• Bachelor’s degree in Business, Finance, or Engineering. Our S&O team comes from a variety of backgrounds but are successful because of their ability to problem solve and think analytically.
• 3-6 years of tangible work experience dealing with process improvement, operational impacts,  management consulting or data analytics.
• 1-2 years of proven work experience leading cross-functional teams to deliver small and large-scale projects to completion leveraging sound project management tools and techniques 
• Demonstrate strong analytical thinking through excellent written and oral communication skills. Demonstrated ability to speak up, raise opportunities, add clarity as the expert, and work towards the best answer for the initiative. 
• Skilled in negotiating, influencing others, analytical thinking, leading others, and executing and implementing projects.

Compensation:

The budgeted annual salary range for this position is $80,000 to $110,000. 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 and restricted stock units. All full-time employees are eligible to participate in Company benefits, described in more detail here.

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