Workforce Operations Analyst (Contract)
Core
Managing workforce management (WFM) platform configuration, building agent schedules, and optimizing volume/staffing forecasts to meet service-level targets for chat, phone, and email support queues.
Role type
Individual-contributor Workforce Management Analyst (Contract)
Builds
Optimized agent schedules, accurate volume/staffing forecasts, and SLA performance reports for Member Experience and Risk Operations teams.
Domain
Fintech / Consumer Finance / Contact Center Operations
Required skills
Workforce management (WFM) platform administration, volume and staffing forecasting, SLA performance analysis, schedule optimization, data analysis, root-cause problem-solving
Preferred skills
Assembled platform experience, NICE/Verint/Playvox experience, fintech or high-growth startup experience, Risk/Fraud/Disputes operations exposure, multi-site or distributed operations support
Technologies
Assembled, NICE, Verint, Playvox
Responsibilities
Manage configuration and administration of the Assembled WFM platform; Build and maintain agent schedules aligning coverage to forecasted demand; Produce and update volume and staffing forecasts using historical trends and demand drivers; Monitor SLA performance in real time and historically to identify staffing adjustments; Recommend changes to scheduling or queue configuration to improve SLA attainment.
Seniority
Mid-level, hands-on IC
