OppFi is a leading tech-enabled digital finance platform that works with banks to provide financial products and services for everyday Americans. Through a transparent and responsible platform, which includes financial inclusion and excellent customer experience, the Company supports consumers who are turned away by mainstream options to build better financial health.
We are a team of caring, innovative, and inclusive individuals who thrive in being immersed in diverse talents, expertise, perspectives, and backgrounds. Our employees approach every new challenge with an unparalleled ability to see what could be rather than settle for what is. Our business principles guide us and create an open and collaborative culture where we improve 1% every day, and the best ideas always win! We welcome individuals who want to make an impact in the financial system by facilitating credit access, expanding financial inclusion, promoting financial health, and delivering exceptional customer service.
A few other fun facts about us. OppFi is one of the top consumer-rated financial platforms online, maintaining a 4.5/5.0-star rating on Trustpilot. We are a 2025 Crain’s Fast 50™ company and were named on Built In's 2025 Best Places to Work in Chicago.
About the job:
As the Associate Workforce Management, you will be pivotal team member providing support to the OppFi Operations by generating and maintaining schedules and monitoring the adherence of schedules through real-time service level performance and attainment. The position is expected to react to real-time service-impacting events by optimizing schedule assignments and the avoidance of queue backlogs; providing analysis and recommendations on performance results to the leadership team; providing application/tool support and escalation of technical incidents; monitoring weather events which impact the staffing at the centers of excellence; and providing timely communications to both BPOs and internal operations.
What you get to do:
Scheduling / Real-Time
- Support forecasting, scheduling, and capacity planning activities under the direction of the Workforce Manager
- Analyze interval-level requirements to recommend and adjust schedules to optimize agent utilization to meet business needs for tenure and new hires, as well as overtime coordination when required
- Responsible for scheduling off-line activities such as meetings, training, and coaching, as well as managing the shift bidding, and shift trades processes
- Manage agent time off requests and ensure adequate staffing levels are maintained
- Monitor real-time intraday performance, including call volumes, queues, and agent adherence; escalate variances and risks to service levels
- Analyze agent adherence, productivity, and utilization data; prepare insights and recommendations for review
- Contribute to the adoption of WFM best practices and disciplined operational execution.
Forecasting / Metrics
- Create, analyze and adjust short-term forecasts to align with business objectives and to provide insights into staffing needs for future work weeks
- Provides weekly outlooks of scheduling analyses and recommendations to optimize resource utilization to meet SLAs
- Produce standard and ad-hoc reports on key metrics including service level, occupancy, shrinkage, forecast variance, and schedule adherence
- Analyze performance data to identify trends, areas for improvement, and opportunities for coaching and development
- Prepare reports for operational business leaders, highlighting key metrics and insights to support making informed decisions
- Maintain communication channels with CoE contact center leaders; escalating issues impacting volume and/or staffing
- Produce standard and ad-hoc reports on key metrics including service level, occupancy, shrinkage, forecast variance, and schedule adherence
- Assist in the development of short- and long-term capacity plans by analyzing historical trends, seasonal patterns, and business inputs
What you will bring to the team:
- Minimum of 3 year of experience in a Workforce Management role as a RTA or Analyst
- Minimum 1 year of experience in a contact center environment
- Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
- Problem solving skills with the ability to approach problems logically and troubleshoot
- Time management skills, multitasking, prioritizing to accomplish multiple tasks with multiple deadlines.
- Strong analytical skills and ability to see trends and patterns in data
- Solid understanding of queue moderation routing, skilling systems and methodologies
- Self-motivated and excels in a minimally managed high profile position
- Strategic thinker and tactical implementer
- NICE WFM (IEX) scheduling system experience is preferred
Reports to: Manager, Workforce Management
Job Level: Associate
Total Rewards and Benefits:
At OppFi, we are committed to fostering a fair and equitable workplace. The compensation range for this role reflects our good faith compensation estimate for this position. Final offers are determined based on a myriad of factors including, but not limited to experience, skills, qualifications, and other relevant business considerations. Candidates are encouraged to discuss compensation expectations during the hiring process. In addition to base pay, the total compensation package includes eligibility and potential for performance-based bonuses and equity grants dependent upon the role and job level.
OppFi offers a flexible, remote environment, 401(k) matching program, and generous paid time off. Other benefits include medical, dental, and vision coverage, and tuition reimbursement. Additional benefits include DoorDash DashPass, Figo pet insurance, Rocket Lawyer, and access to LinkedIn Learning. OppFi also offers Fringe, a lifestyle benefits platform that allows employees to decide how to spend rewards from dozens of vendors like Uber, DoorDash, and UrbanSitter. #LI-Remote
EEO Statement:
OppFi is an equal opportunity employer and does not discriminate based on any actual or perceived legally recognized protected bases under local, state, federal law, or regulations. Our goal as a company is to build an equitable workplace that actively works to dismantle systems of oppression in our processes, procedures, and interactions. We aim to help our employees thrive where they work and beyond. Check out our Culture page here.
As part of OppFi’s commitment to providing equal opportunity to qualified individuals, OppFi will ensure that persons with disabilities are provided reasonable accommodation as defined by applicable laws and organizational policies. If reasonable accommodation is needed to participate in the job application or interview processes or job requirements, please contact our People Team at [email protected].
Pursuant to the requirements of the California Consumer Privacy Act, OppFi is providing the "OppFi California Employee Privacy Policy", which details the categories of personal information collected and your rights under the policy. If you are a California resident, please review the policy here: https://www.oppfi.com/careers/.
The information in this document is for general informational purposes only. It is not intended to be an all-inclusive list or description of the organization and its requirements for positions and employees. OppFi reserves the right to modify or change the information on this document at its discretion.
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