# Workforce Operations Analyst

**Company:** [Current](https://hotfix.jobs/companies/current)
**Location:** New York, NY
**Role:** Revenue Operations
**Salary:** $104k – $104k/yr
**Experience:** 2+ years
**Skills:** Workforce Management, Assembled, Forecasting, Scheduling, Sla Monitoring, Contact Center Operations, Data Analysis, Nice, Verint, Playvox
**Posted:** 2026-07-08

> 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.

## Job Description

## 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

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