WFM & Forecasting Analyst — Real-Time SLA & Scheduling

Current; New York (NY); On-site; USD 66,000 - 72,000; Part time

Job summary

Current is seeking a Workforce Management Contractor to support our Member Experience and Risk Operations team. You will manage Assembled configurations, maintain accurate forecasts, and monitor SLAs across queues.

This is an individual-contributor contract with independent work in Assembled and collaboration with leadership on targets. You will translate demand into staffing plans, build schedules, and continuously improve coverage and performance while maintaining data integrity.

Qualifications

• 2+ years of hands-on workforce management or support operations analytics experience 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.

Responsibilities

• WFM platform management and optimization across 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.

Skills

Forecasting

Data analysis

SLA management

Self-directed

Communication

Tools

Assembled

NICE

Verint

Playvox

Job description

Current is seeking a Workforce Management Contractor to support our Member Experience and Risk Operations team. You will manage Assembled configurations, maintain accurate forecasts, and monitor SLAs across queues.

This is an individual-contributor contract with independent work in Assembled and collaboration with leadership on targets. You will translate demand into staffing plans, build schedules, and continuously improve coverage and performance while maintaining data integrity.