OppFi · 8 hours ago
Associate, Workforce Management
United States
Full-time
Remote
Entry Level
$59K/yr - $89K/yr
3+ years expOppFi is a leading tech-enabled digital finance platform that works with banks to provide financial products and services for everyday Americans. The Associate Workforce Management will support the operations team by generating and maintaining schedules, monitoring real-time service levels, and providing analysis and recommendations to optimize staffing and performance.
Customer ServiceFinancial ServicesFinTechInformation Technology
Responsibilities
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
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
Qualification
Required
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
Preferred
NICE WFM (IEX) scheduling system experience is preferred
Benefits
401(k) matching program
Generous paid time off
Medical, dental, and vision coverage
Tuition reimbursement
DoorDash DashPass
Figo pet insurance
Rocket Lawyer
Access to LinkedIn Learning
Fringe, a lifestyle benefits platform
Company
OppFi
OppFi a financial technology platform that powers banks to help the everyday consumer gain access to credit.
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
$650MKey Investors
Atalaya Capital
2025-10-02Post Ipo Debt· $150M
2023-07-25Post Ipo Debt· $300M
2022-12-20Post Ipo Debt· $150M
Leadership Team
Todd Schwartz
Founder, CEO & Executive Chairman
Ted Schwartz
Co-Founder & Director
Recent News
2025-11-11
Morningstar.com
2025-11-07
2025-11-01
Company data provided by crunchbase