Upstart · 2 weeks ago
Workforce Management Dialer Analyst
United States
Full-time
Remote
Entry, Mid Level
$27.45/hr - $37.98/hr
2+ years expUpstart is an AI lending marketplace focused on reducing the cost and complexity of borrowing for Americans. The Workforce Management Dialer Analyst will manage and optimize the collections blended dialer, ensuring outbound strategies align with servicing goals and driving performance through data analysis.
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
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, including base pay, bonus opportunities, and annual equity grants that vest quarterly
Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
Affordable medical, dental, and vision coverage, with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose
Health Savings Account contributions from Upstart for eligible plans
Income protection benefits, including company-paid Basic Life, AD&D, and Short- and Long-Term Disability coverage, with options to purchase supplemental coverage
Paid time off, sick and safe time, and company holidays
Paid family and parental leave to support caregiving and major life moments
Family-centered benefits through Carrot and Cleo, supporting fertility, parenthood, and caregiving
Employee Assistance Program (EAP) offering mental health support and life-centered resources
Financial wellness resources, including access to financial planning tools and a financial concierge service
Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you
Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from
Connection and community through team events and onsites, all-company updates, and employee resource groups (ERGs)
Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our four offices, located in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!)
Company
Upstart
Upstart (NASDAQ: UPST) is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$3.36BKey Investors
CastlelakeProgressiveRakuten
2025-11-06Post Ipo Debt· $1.5B
2025-09-05Post Ipo Debt· $320M
2025-08-12Post Ipo Debt· $600M
Leadership Team
Dave Girouard
Founder & CEO
Paul Gu
Co-Founder
Recent News
The Motley Fool
2026-01-23
Business Wire
2026-01-22
The Motley Fool
2026-01-03
Company data provided by crunchbase