WORKFORCE OPERATIONS ANALYST We're looking for a Workforce Management Contractor to support our Member Experience and Risk Operations team on a defined-scope engagement. This is a focused, hands-on WFM role centered on three areas: managing our Assembled implementation and keeping schedules accurate and optimized, maintaining and improving our volume and staffing forecasts, and managing SLA performance in real time and over time across our support queues.
This is an individual-contributor contract role. You'll operate independently, work directly in Assembled day to day, and partner with the Member Experience and Risk Operations leads on targets and priorities. 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.
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.
ABOUT YOU - 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.
BONUS- Fintech, payments, or high-growth startup experience
- Exposure to Risk, Fraud, or Disputes operations
- Experience supporting multi-site or distributed / BPO operations
Contract terms- Engagement type: Contract
- Contract length: 6 to 12 months
- Hourly rate: $50 per hour
- Expected hours: 40 hours per week
- Location: In our NYC office, 3 days a week
