Workforce Operations Analyst (Contract)

WORKFORCE OPERATIONS ANALYST 

Current is a leading consumer fintech platform transforming financial access for everyday Americans with over five million members. We provide access to financial solutions that seamlessly work together to solve the needs of our members and enable all Americans to build better financial futures. Based in NYC our results-driven environment drives us to build better products grow faster and empower everyone on our team to have an impact on our business and mission to improve financial outcomes.

ABOUT THE ROLE

We're looking for a Workforce Management Contractor to support our Member Experience and Risk Operations team on a defined-scope engagement. This is a focused hands-on WFM role centered on three areas: managing our Assembled implementation and keeping schedules accurate and optimized maintaining and improving our volume and staffing forecasts and managing SLA performance in real time and over time across our support queues.

This is an individual-contributor contract role. You'll operate independently work directly in Assembled day to day and partner with the Member Experience and Risk Operations leads on targets and priorities. Success looks like schedules that reflect real demand forecasts we can plan against with confidence and SLA performance that is monitored understood and steadily improving. You're detail-oriented analytical self-directed and able to move quickly with minimal ramp-up.

RESPONSIBILITIES

• WFM Platform management and optimization
• Manage configuration and ongoing administration of Assembled ensuring the platform accurately reflects our queues channels sites teams and skills.
• Build and maintain agent schedules that align coverage to forecasted demand across chat phone and email queues.
• Continuously optimize schedules — shifts breaks and skill assignments — to improve coverage efficiency and reduce over- and under-staffing.
• Keep Assembled configuration and data clean and trustworthy so downstream forecasts and reporting are reliable.
• Forecasting
• Produce and regularly update volume and staffing forecasts using historical trends seasonality product launches and known demand drivers.
• Translate forecasts into staffing requirements against service-level targets for each queue and channel.
• Create and maintain forecast adjustments in Assembled to account for anticipated events and review forecast accuracy against actuals to refine the model.
• SLA performance management
• Monitor SLA performance in real time identifying intraday staffing or routing adjustments needed to stay on target.
• Track and report SLA performance historically — surfacing trends misses and their drivers across queues and channels.
• Recommend and help implement changes to scheduling forecasting or queue configuration that improve SLA attainment and abandon/handle-time performance over time.

ABOUT YOU 

• 2+ years of hands-on workforce management or support operations analytics experience ideally in a contact-center or high-volume support environment.
• Direct practical experience administering a WFM platform — Assembled strongly preferred (NICE Verint or Playvox experience also relevant).
• Demonstrated ability to build and maintain forecasts and translate them into staffing plans against service-level targets.
• Strong command of support operations metrics (SLA service level handle time abandon rate) and the ability to connect them to staffing and scheduling decisions.
• Strong data analysis skills and structured root-cause problem-solving.
• Self-directed and comfortable owning a defined scope independently with minimal oversight.
• Clear written and verbal communication for reporting to operations leadership.

BONUS

• Fintech payments or high-growth startup experience
• Exposure to Risk Fraud or Disputes operations
• Experience supporting multi-site or distributed / BPO operations

Contract terms

• Engagement type: Contract 
• Contract length: 6 to 12 months
• Hourly rate: $50 per hour
• Expected hours: 40 hours per week 
• Location: In our NYC office 3 days a week 

What We Do

Current is a U.S. based consumer fintech and payments platform with over four million members and a mission to improve financial outcomes. It provides mobile banking services that give its members access to opportunities to improve their financial lives such as paychecks up to two days early up to 4% APY fee-free overdraft money management tools and insights fee-free ATMs no fee crypto trading a cash back rewards system and family banking.

Why Work With Us

We turn ideas into reality. We're leaders beyond our titles and experience. Focused on our rapid growth we're a social team with diverse backgrounds and perspectives that celebrates our successes together. At Current we all make an impact. Above all we’re committed to our mission and dedicated to being a part of building something great.

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