Senior Manager of Contact Center Operations

Join Enova, a leading financial services company, as the Senior Manager of Contact Center Operations. In this high-level operations role, you will be responsible for the end-to-end performance and long-term strategy of multiple Contact Center functions. You will be a key member of the senior leadership team, driving consistent results and cultivating an adaptable, globally aligned culture. This position offers a hybrid work schedule, competitive benefits, and opportunities for professional growth and development.

• Responsable de la performance et de la stratégie à long terme de plusieurs fonctions du centre de contact, y compris le service, le support aux applications, le traitement des prêts, les collections et les plaintes.
• Diriger la création et l'utilisation d'une infrastructure d'analyse de données et de reporting sophistiquée pour identifier les risques systémiques, interpréter les tendances émergentes et informer les décisions stratégiques.
• Identifier, défendre et diriger des initiatives de transformation et de gestion du changement à l'échelle de l'organisation qui construisent des opérations mondiales hautement durables, adaptables et évolutives.
• Experience in financial services is required, with experience in banking products and management preferred
• 10+ years of extensive, proven experience in contact center operations management or a similar executive leadership role, with a focus on managing full functional performance and P&L impact
• Demonstrated success in leading a function through large-scale organizational change and driving successful business outcomes globally
• Highly developed executive communication and presentation skills, with proven ability to influence decisions at the highest levels of the organization
• Deep commitment to fostering an inclusive culture and demonstrated success in mentoring and developing leaders at the Department Manager (DM) level and above
• Exceptional expertise in strategic planning, directing complex data analysis, and developing executive-level strategies to address challenges and capitalize on global opportunities
• Proven ability to build and maintain strategic partnerships with C-level leaders and cross-functional partners