Workforce Operations Analyst (Contract)

Current is a leading consumer fintech platform transforming financial access for everyday Americans with over five million members. We provide access to financial solutions that seamlessly work together to solve the needs of our members and enable all Americans to build better financial futures. Based in NYC, our results-driven environment drives us to build better products, grow faster and empower everyone on our team to have an impact on our business and mission to improve financial outcomes.

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.

• WFM Platform management and optimization
• Forecasting
• SLA performance management

• 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.

• Fintech, payments, or high-growth startup experience
• Exposure to Risk, Fraud, or Disputes operations
• Experience supporting multi-site or distributed / BPO operations

• 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