Associate, Workforce Management

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