Workforce Operations Analyst

Job description

WORKFORCE OPERATIONS ANALYST 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. ABOUT THE ROLE: We’re looking for a Workforce Operations Analyst to join our growing Member Experience and Risk Operations team in New York. You will be responsible for overseeing workforce management (WFM) and driving business analysis initiatives to optimize performance across Customer Support and Risk Operations. You will work closely with Member Experience, Risk Operations, and Product teams as well as being the bridge between our in-house teams and our BPO contact centers. Key focus areas will include maintaining SLA adherence, optimizing our staffing across queues and channels, and improving service delivery through data-driven insights. You will also colla...