Senior Manager, Contact Center Operations (Hybrid)

Chicago, IL. Posted 5 months ago

The role

The Senior Manager, Contact Center Operations is responsible for the end-to-end performance and long-term strategy of multiple Contact Center functions. This role acts as an organizational architect on functional strategy and operational excellence across all relevant P&Ls.

What you will do

Accountability for Operational KPIs with an emphasis on SLA’s
Define and execute the strategy and vision for core contact center functions
Direct the creation and utilization of global data analysis and reporting infrastructure
Develop and engage Operations Leaders to establish a high-performing culture
Nurture strategic relationships with P&L Leads, stakeholders, and support functions
Lead complex, organization-wide transformation and change management initiatives
Lead internal and external communication for the function

Required qualifications

10+ years of extensive, proven experience in contact center operations management or a similar executive leadership role
Demonstrated success in leading a function through large-scale organizational change
Expertise in strategic planning, directing complex data analysis, and developing executive-level strategies
Highly developed executive communication and presentation skills
Success in mentoring and developing leaders at the Department Manager (DM) level and above
Ability to build and maintain strategic partnerships with C-level leaders and cross-functional partners
Experience in financial services is required

Nice to have

experience in banking products and management

Benefits

Health, dental, and vision insurance including mental health benefits
401(k) matching plus a roth option
PTO & paid holidays off
Sabbatical program (for eligible roles)
Summer hours (for eligible roles)
Paid parental leave
DEI groups
Employee recognition and rewards program
Charitable matching and a paid volunteer day

Before you apply

Must be eligible to work in the United States
Not able to sponsor visas or take over sponsorship at this time

About the company

Enova International is a financial technology company providing online financial services through its AI and machine learning-powered Colossus platform. The company serves non-prime consumers, businesses, and traditional banks.