Current

Workforce Operations Analyst (Contract)

New York, NY · Contract

Sponsorship not specifiedDetected 14 days ago

Data AnalysisForecastingPerformance ManagementCommunication

About the role

This is an individual-contributor contract role.
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.

Manage configuration and ongoing administration of Assembled, ensuring the platform accurately reflects our queues, channels, sites, teams, and skills.
Create and maintain forecast adjustments in Assembled to account for anticipated events, and review forecast accuracy against actuals to refine the model.
Recommend and help implement changes to scheduling, forecasting, or queue configuration that improve SLA attainment and abandon/handle-time performance over time.
2+ years of hands-on workforce management or support operations analytics experience, ideally in a contact-center or high-volume support environment.
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.

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.

This listing is sourced directly from Current's careers page and normalized into a canonical job model.