Workforce Management Dialer Analyst
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Job Location:
Columbus, NE - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
About Upstart
At Upstart were united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day we bring creativity experimentation and advanced AI to reshape access to credit helping millions move forward financially with clarity and confidence.
As the leading AI lending marketplace we partner with banks and credit unions to expand access to affordable credit through technology thats both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1800 signals powering smarter fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea every voice and every contribution moves us closer to a world where credit never stands between people and their financial progress.
Were proudly digital-first giving most Upstarters the flexibility to do their best work from wherever they thrive alongside teammates across 80 cities in the US and Canada. Digital-first doesnt mean distant. Were intentional about in-person connection through team onsites planning sessions and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus Austin the Bay Area or New York City (opening Summer 2026) youll have the support to work in the way that works best for you.
If youre energized by tackling meaningful problems excited to innovate with purpose and motivated by work that truly matters wed love to hear from you.
The Team:
Upstarts Workforce Management team is responsible for driving operational efficiency and ensuring the right staffing is in place to meet borrower and collections service demands. The team partners closely with Operations Analytics Telephony and Vendor Management to forecast volume plan capacity and optimize scheduling across internal and external data-driven insights proactive planning and real-time execution WFM plays a key role in balancing service level performance cost efficiency and employee experience ensuring Upstart delivers exceptional support to every customer interaction.
As the Workforce Management Dialer Analystat Upstart you will be responsible for managing and optimizing the collections blended dialer to ensure outbound strategies align with inbound servicing goals. Youll monitor daily pacing penetration and connect rates to drive performance across internal teams and vendor role plays a critical part in improving operational efficiency forecast accuracy and customer contact success directly influencing the effectiveness of Upstarts Collections operations.
How youll make an impact
- 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.
Minimum Qualifications
- 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 Qualifications
- Bachelors 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.
Position location This role is available in the following locations: Remote
Time zone requirements The team operates on the East coast time zones.
Travel requirements As a digital first company the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.
#LI-REMOTE
#LI-Associate
This is a Non-Exempt position. Employees in this position are paid an hourly pay rate on a bi-weekly basis and are eligible to receive overtime pay for any hours worked over 40 in a work week or over 8 in a work day if required by state law.
At Upstart your base pay is one part of your total compensation package. The anticipated annualized base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic locationwith our digital first philosophy Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills experience and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
In addition Upstart provides employees with target bonuses equity compensation and generous benefits packages (including medical dental vision and 401k).
What youll love
At Upstart our benefits are designed to support your health financial well-being family and personal growth. Heres what you can expect:
- 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 $15000 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!).
Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all we are committed to inclusive and fair hiring practices.
If you require reasonable accommodation in completing an application interviewing completing any pre-employment testing or otherwise participating in the employee selection process please email
IC
Key Skills
About Company
Through Upstart, apply online for a fast personal loan, auto refinancing, or debt consolidation. Try our quick rate check today with no impact to your credit!
