Bounce · 13 hours ago
Workforce Manager
NY, Rochester, US
Full-time
Hybrid
Mid Level
$80K/yr - $100K/yr
4+ years expBounce AI is transforming the collections experience through automation and human-centered design. They are seeking a Workforce Manager to own scheduling, real-time operations, and intraday productivity for their Resolution Expert teams, ensuring staffing aligns with demand and driving productivity through data.
Artificial Intelligence (AI)Debt CollectionsFinanceFinancial ServicesFinTech
No H1B
Responsibilities
Own daily and long-range staffing models, schedules, and coverage plans across Resolution Expert teams
Manage intraday performance: monitor volumes, adherence, occupancy, and service levels; make real-time adjustments to maximize productivity
Lead intra-site and cross-site communications, ensuring managers and agents are aligned on priorities, staffing changes, and operational updates
Partner closely with managers to support agent performance, schedule adherence, and capacity utilization
Forecast demand, analyze volume patterns, and translate data into staffing and scheduling recommendations
Track and report key WFM metrics including adherence, shrinkage, productivity, occupancy, and SLA performance
Identify operational bottlenecks and implement corrective actions to improve throughput and consumer experience
Support new program launches, seasonal volume changes, and growth initiatives with proactive workforce planning
Evaluate productivity trends and recommend process, staffing, or workflow improvements
Collaborate with Compliance, Training, and Quality teams to ensure operational execution aligns with regulatory and performance standards
Identify opportunities to leverage automation, AI, and tooling to improve workforce efficiency
Qualification
Required
4+ years of experience in Workforce Management, Operations, or Capacity Planning (contact center, fintech, financial services, or high-growth environments preferred)
Proven experience with scheduling, real-time management, and intraday performance optimization
BA/BS degree in Business, Finance or equivalent experience
Strong analytical mindset with the ability to translate data into actionable operational decisions
Experience partnering with frontline managers and influencing outcomes through collaboration—not just reporting
Proficiency with WFM platforms, time-tracking systems, and Excel or similar analytical tools
Understanding of hourly workforce dynamics, payroll, and adherence management
A clear communicator who can drive alignment across leadership, management and frontline teams
Preferred
Exposure to automation, AI tools, or advanced operational analytics is a plus
Benefits
Competitive medical, dental, and vision coverage
Generous PTO, paid sick time, and company holidays
401(k) with 5% company match
Company
Bounce
Powered by AI and an exceptional customer experience, Bounce transforms how creditors approach non-performing loans.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Dan Dovrat
Co-Founder & CEO
David Acheatel, CFA
COO
Company data provided by crunchbase