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Upstart · 6 hours ago

Workforce Management Dialer Analyst

United States

Full-time

Remote

Entry, Mid Level

$27.45/hr - $37.98/hr

2+ years exp

Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. As the Workforce Management Dialer Analyst, you will manage and optimize the collections blended dialer, ensuring outbound strategies align with inbound servicing goals while driving performance across teams and vendor partners.

Artificial Intelligence (AI)AutomotiveConsumer LendingCreditFinancial ServicesFinTechLendingMachine LearningPersonal Finance

Responsibilities

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

Qualification

Dialer OperationsData AnalysisForecastingExcelGoogle SheetsSQLTableauCommunication SkillsCollaboration SkillsAttention to Detail

Required

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

Preferred

Bachelor's degree in Business Administration, Data Analytics, Statistics, Economics, or a related field; equivalent work experience in Workforce Management or Dialer Operations may also be considered

Experience developing and executing dialer strategies that improve contact rates, right-party connects, and campaign performance within a blended dialer environment

Proven ability to analyze dialer data to adjust pacing, penetration, and list management strategies in real time for maximum efficiency

Familiarity with vendor performance management and multi-site coordination to ensure consistent coverage, adherence, and outbound campaign alignment

Advanced analytical or technical skills, including experience with SQL, MODE, or BI tools to automate reporting, visualize performance, and identify optimization opportunities

Demonstrated success in forecasting and workforce planning with an understanding of how dialer strategies influence staffing models and overall service levels

Strong attention to detail and commitment to accuracy in forecasting, vendor communications, and dialer setup validation, ensuring smooth execution of dialing campaigns

Benefits

Competitive Compensation (base + bonus & equity)

Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart

Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year

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