Workforce Operations Analyst
Contract Workforce Operations Analyst supporting Member Experience and Risk teams. Own Assembled WFM platform configuration, build/optimize volume forecasts and agent schedules, monitor and improve real-time/historical SLA performance in a high-volume support environment.
About the job
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.
Requirements
- 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.
Nice-to-Haves
- Fintech, payments, or high-growth startup experience
- Exposure to Risk, Fraud, or Disputes operations
- Experience supporting multi-site or distributed / BPO operations
Compensation
- Hourly rate: $50 per hour
- Expected hours: 40 hours per week
- Contract length: 6 to 12 months
Skills
Workforce Management, Assembled, Forecasting, Scheduling, Sla Monitoring, Contact Center Operations, Data Analysis, Nice, Verint, Playvox
Similar jobs
Revenue Operations jobs
Datadog
New York, NY
Partners with Americas Enterprise sales leadership to drive revenue growth, sales-force effectiveness, planning, and operational execution. Requires 2–4 years of strategy and operations or equivalent experience, strong analytical and communication skills, and familiarity with SaaS or high-tech environments.
Datadog
New York, NY
Manage Datadog's sales productivity tool ecosystem including contact intelligence, sequencing, and enrichment platforms. Drive AI tooling strategy, vendor management, and cross-functional enablement for Sales and CS teams.
Bastion
United States
Own daily reconciliation, payment-flow monitoring, exception resolution, and settlement operations across Bastion’s crypto and fiat infrastructure. The role partners cross-functionally to launch new rails, improve controls and reporting, and reduce manual work through automation and AI-enabled workflows.
Clear Street
New York, NY
Supports end-to-end securities lending and stock loan operations, including settlement, reconciliations, corporate actions, margin, and fails management. Requires at least two years of securities lending operations experience and cross-asset knowledge across equities and fixed income.
Rad AI
San Francisco, CA
The Revenue Operations Associate drives go-to-market strategy, analytics, value modeling, forecasting, and CRM data infrastructure. The role partners with commercial, finance, product, and healthcare stakeholders to support growth, sales effectiveness, and customer retention.