Workforce Management Senior Associate (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. #BI-Hybrid    #LI-Hybrid

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 short-term and long-term 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 long-term and short-term capacity planning models and multi-channel 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 problem-solving
• Ability to multi-task and respond effectively to a changing working environment

Compensation:

The budgeted annual salary range for this position is $75,000 to $82,200. 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 full-time employees are eligible to participate in Company benefits, described in more detail here.

Benefits & Perks:

Being a values-driven organization is at the core of Enova’s 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 Enova’s 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: Clickhere to review our California Privacy Policy for Job Applicants.