Workforce Operations Analyst

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