Workforce Operations Analyst at Current in New York, NY

Summary: Current is a leading consumer fintech platform transforming financial access for everyday Americans with over five million members. They are seeking a Workforce Operations Analyst to oversee workforce management and drive business analysis initiatives to optimize performance across Customer Support and Risk Operations. The role involves collaborating with various teams to maintain service levels, optimize staffing, and improve service delivery through data-driven insights. Responsibilities: - Monitor and maintain service levels in real-time, identifying staffing adjustments as needed to ensure we’re meeting customer expectations - Manage workforce capacity planning across multiple lines of business to meet service level targets and handle volume fluctuations - Use historical trends, seasonality, product launches and agent performance to forecast staffing requirements - Analyze demand drivers and report on key metrics (including customer satisfaction, support quality, and resolution time) to help the team address points of friction within our product experience - Partner with our BPO vendors on capacity discussions, performance management, and process improvement - Support queue management for frontline and back-office teams by collaborating on pathways to optimize our internal tools - Collaborate with peers, ask questions to get unstuck, and support others within the function - Prioritize tasks based on impact and team goals - Complete assigned work within given timelines and adjust quickly to new information or changes in direction Required Qualifications: - 1–3 years of experience in workforce management, support operations analytics, business analytics, or similar roles - Familiarity with capacity planning including modeling staffing needs against service level targets - Understand support operations metrics (SLAs, handle time, CSAT, deflection rates) and can connect them to business impact - Strong data analysis skills, and ability to drive process improvements through structured problem-solving and root cause analysis - Experience with workforce management platforms (NICE, Verint, Assembled, Playvox) and/or helpdesk ticketing systems (Zendesk, Salesforce Service Cloud, Intercom) - Strong written and verbal communication skills - High level of accountability, professionalism, and willingness to learn - Demonstrated ability to collaborate with peers and ask for help when needed - Comfortable working in a fast-paced environment and adapting quickly to change - Organized, detail-oriented, and able to prioritize tasks effectively - Customer-focused mindset with an interest in improving processes and user experience Preferred Qualifications: - Fintech, payments, or high-growth startup experience - Exposure to Risk, Fraud, or Disputes operations - Experience supporting multi-site or distributed operations Required Skills: Workforce management, Data analysis, Capacity planning Important Skills: Workforce management platforms, Support operations metrics Nice-to-Have Skills: Customer-focused mindset Benefits: Competitive salary, Meaningful equity in the form of stock options, 401(k) plan, Discretionary performance bonus program, Biannual performance reviews, Medical, Dental and Vision premiums covered at 100% for you and your dependents, Flexible time off and paid holidays, Generous parental leave policy, Commuter benefits, Fitness benefits, Healthcare and Dependent care FSA benefit, Employee Assistance Programs focused on mental health, Healthcare advocacy program for all employees, Access to mental health apps, Team building activities, Our modern Chelsea-based office with open floor plan, stocked kitchen, and catered lunches