Workforce Management Dialer Analyst

November 15

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Upstart

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Upstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. As we transitioned to being a public company, we’re now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. We’ve recently expanded our offerings to include automobile refinancing and we plan to take on more verticals as the business grows.

1001 - 5000 employees

📋 Description

• Manage and monitor the Collections blended dialer to optimize pacing, penetration, and connect rates across internal and vendor teams. • Partner with WFM, Operations, and Vendor Management to ensure outbound strategies align with servicing goals and staffing capacity. • Analyze dialer data and performance trends to identify opportunities for improvement and recommend actionable adjustments. • Provide real-time oversight of agent allocation between inbound and outbound queues to maintain service-level balance and productivity. • Support forecasting accuracy by integrating dialer insights into capacity planning and staffing models. • Deliver clear reporting and performance updates to leadership, highlighting key results, risks, and operational recommendations.

🎯 Requirements

• 2+ years of experience in Workforce Management, Dialer Operations, or Contact Center Analytics, preferably in a blended inbound/outbound environment. • Proven ability to manage and optimize dialer systems (e.g., LIVEVOX, Genesys, or similar platforms) to improve pacing, penetration, and connect performance. • Strong analytical and technical skills with proficiency in Excel, Google Sheets, and dashboarding tools (MODE, Tableau, Power BI, etc.). • Experience interpreting call center metrics such as service level, occupancy, shrinkage, and abandonment rate, and using them to drive actionable recommendations. • Excellent communication and collaboration skills with the ability to partner cross-functionally across WFM, Operations, and Vendor Management teams.

🏖️ Benefits

• Competitive Compensation (base + bonus & equity) • Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart • 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings • Employee Stock Purchase Plan (ESPP) • Life and disability insurance • Generous vacation, sick and safety leave • Supportive parental, family care, and military leave programs • Annual wellness, technology & ergonomic reimbursement programs • Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering • Catered lunches + snacks & drinks when working in offices