Helping the Everyday Consumer Build Financial Health 

As a leading financial technology platform, OppFi powers banks to bring credit access to millions of everyday consumers who are locked out of mainstream financial options. We go beyond our mission - to help people rebuild financial health - and further ensure we keep the customer at the center of everything we do. We are creating a Customer-obsessed culture with the capital "C".

And it starts with our team here. 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. We welcome individuals who want to make a difference in the financial system by creating and building simple, transparent products that facilitate credit access, enable savings, and build wealth.

A few other fun facts about us. OppFi has been an Inc. 5000 company for six straight years, a Deloitte’s Technology Fast 500™, the seventh fastest-growing Chicagoland company by Crain’s Chicago Business, and was named on Built In’s 2022 Best Places to Work in Chicago.

The Role:

The Manager of Workforce Planning is responsible for the strategic planning and execution of workforce planning for both front office and back office services through domestic and near-shore locations. Help drive & achieve strategic business objectives, by integrating best in class, innovative workforce planning capabilities and solutions for our customers, partners, and associates. This includes, but is not limited to, forecasting, scheduling, business continuity planning and real-time management. 

What you’ll get to do: 

• Reporting to SVP, Customer Operations and having 3-5 direct reports
• Lead a growing team of Workforce and Real-Time Analysts in building workforce management capabilities across the organization
• Provide ongoing support of the day-to-day omni-channel contact center operation as it relates to forecasting, staffing, scheduling, capacity and service level management
• Serve as the expert for our systems, NICE IEX and Five9 contact center software (including managing IVR and skill routing)
• Improve inbound and outbound call campaigns, modifying based on strategic initiatives and changes in customer behavior
• Monitor contact center KPIs and SLAs; provide leadership with insight into performance, trends, opportunities, and risks
• Oversee and manage the maintenance and execution of Business Continuity Planning and being the thought leader/coordinator for the organization to test, run table top exercises and quarterly testing of BCP processes inclusive of support vendor partners

What you’ll bring to the team:

• Bachelor’s degree or 7+ years of equivalent experience
• 5+ years of workforce management experience with 3+ years at manager level or above
• This position is remote but occasional travel to work locations may be required
• Excellent written & verbal communication skills to all levels in the organization. Ability to assess and summarize complex problems and projects into clear and succinct messages
• Strong financial and/or analytical skills with a proven strength for being detail oriented
• Excellent management, organizational and prioritization skills
• Proven experience identifying key data themes and transforming findings into actionable strategies, tactics and solutions
• Advanced Excel skills (can perform complex functions) required, SQL proficiency is plus
• Experience in omni-channel (call, email, chat) contact center integrated with Salesforce platform desired
• Experience in remote / virtual workforce enablement and management in medium/large-scaled customer-facing operations preferred
• Experience with budgeting, forecasting, and cost analysis
• Experience with NICE IEX and/or Five9 software a plus

Reports to: SVP, Customer Operations

Job Level: Manager

The minimum salary for this role is $90,000. The total compensation package includes eligibility for performance-based bonuses as well as a 1-time equity grant based on level.

The actual offer, reflecting the total compensation package and benefits, will be at the company’s sole discretion, and determined by a myriad of factors including, but not limited to, years of experience, depth of experience, and other relevant business considerations.

Define your career at OppFi

OppFi is committed to providing an exceptional employee experience from Day 1. Key new hire programs include Day 1 Orientation, training with your manager and team, lunches with our CEO and President, and an educational summit featuring presentations by our senior leaders. Throughout and beyond your first-year journey, you’ll have access to a variety of events focused on culture, inclusion, connection, and education. We want you to feel welcomed, informed, and valued for who you are and what you bring to our company.

• Day 1 - Month 3: Define Your Mission
  You’ll understand our company mission, values, and vision, and how your position at OppFi plays a part in that. With the help of your manager, you’ll set mission-aligned goals to make an impact in your role.

• Months 3 - 6: Define Your Belonging
  You’ll understand OppFi’s culture and know how to engage with and influence that culture.

• Months 6 - 12: Define Your JourneyYou’ll feel confident in your ability to execute in your role and empowered to take next steps in developing your career at OppFi.

Compensation and Benefits

OppFi offers a flexible remote environment, 401(k) matching program, and flexible paid vacation. Other benefits include medical benefits, dental and vision coverage, and tuition reimbursement. To support your wellness & growth, we provide monthly meditation and yoga classes and access to all LinkedIn Learning courses. We also offer Fringe, which is a lifestyle benefits platform that lets you decide how you want to spend your rewards from dozens of vendors like Uber, Doordash, and Urban Sitter. Dress code is casual. 

EEOC Statement

OppFi is an equal opportunity employer and does not discriminate based on any actual or perceived legally recognized protected bases under local, state, or 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.

OppFi is committed to the full inclusion of all qualified individuals. As part of this commitment, OppFi will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, 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/