Lead, Workforce Planning

OppFi; United States; Remote; USD 71,000 - 107,000; Full time

Job summary

An established industry player is seeking a Lead for Workforce Planning to enhance customer operations. This role involves creating forecasts, managing schedules, and utilizing WFM tools to meet business objectives. The ideal candidate will have extensive experience in contact centers and a strong background in workforce management software. Join a mission-driven team focused on improving financial health and customer service. Enjoy a flexible, remote work environment with generous benefits, including 401(k) matching and tuition reimbursement. Make a meaningful impact in the financial sector!

Benefits

401(k) Matching Program

Generous Paid Time Off

Medical Coverage

Dental Coverage

Vision Coverage

Tuition Reimbursement

DoorDash DashPass

Pet Insurance

Access to LinkedIn Learning

Lifestyle Benefits Platform

Qualifications

• 3+ years in a contact center environment.
• 1+ years in Workforce Management as RTA or Analyst.
• Advanced decision-making and problem-solving skills.

Responsibilities

• Create and adjust forecasts for staffing needs.
• Manage WFM tools and agent schedules.
• Monitor KPIs and provide recommendations.

Skills

Contact Center Experience

Workforce Management Software

Advanced Excel Skills

Decision-Making Skills

Problem-Solving Skills

Education

Bachelor's Degree

Tools

IEX Totalview

Job description

OppFi is a tech-enabled, mission-driven specialty finance platform that broadens the reach of community banks to extend credit access to everyday Americans. Through best-in-class customer service, transparency, responsible lending, and financial inclusion, we support 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 2023 Crain’s Fast 50 company and were named on Built In's 2024 Best Places to Work in Chicago.

About the job:

The Lead, Workforce Planning is responsible for providing best-in-class workforce management support for our customer operations employees. This includes, but is not limited to, short-term and long-term forecasting, schedule generation, maintaining accurate records within WFM tools and achieving strategic business objectives for our customers, partners and associates.

What you get to do:

• Create, analyze and adjust short-term forecasts to align with business objectives and to provide insights into staffing needs for future work weeks.
• Generate, analyze and adjust schedules to align to forecast and to provide optimal staffing to meet business needs.
• Manage and maintain WFM tools as it relates to agent information, schedule pattern management, time off group data and other information critical to business operations.
• Manage and adjust agent schedules to include base shifts, overtime, offline activities and time out of the business to ensure service level goals are met.
• Monitor WFM KPIs and provide recommendations to management to assist with meeting established business targets.
• Monitor schedule adherence and work with RTAs to identify impacts and mitigation steps.
• Identify opportunities for improvement and participate in brainstorming sessions to achieve strategic WFM goals.

What you will bring to the team:

• 3+ years of experience in a contact center environment
• 1+ years previous experience in a Workforce Management role as a RTA or Analyst
• Experience with IEX Totalview or other WFM-related software
• Demonstrates advanced decision-making and complex problem-solving skills, proactively gathering the right data from appropriate sources
• Advanced Microsoft Excel skills
• Ability to maintain composure in critical situations and communicate clearly with stakeholders
• Demonstrates an ability to analyze data and using it to drive decision-making and implement effective resolutions

Reports to: Manager, Workforce Management

Job Level: Lead

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

Compensation Range:

$71,200—$106,800 USD

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 [e-mail].

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.