Manager, Workforce Management & Dialer Operations
About The Position
The Manager, Workforce Management & Dialer Operations is responsible for end-to-end planning, execution, and optimization of workforce strategy and dialer operations across LendingClub’s contact center environment. This role oversees capacity planning, scheduling, real-time execution, and dialing campaign strategy across voice and non-voice channels supporting Personal Loans, Auto Loans, and Banking products. This leader partners cross-functionally with Operations, Risk, Marketing, Finance, Recruitment, Training, and external providers to ensure staffing plans, contact strategies, and dialing campaigns are aligned to business goals, regulatory requirements, and customer experience expectations. The role combines analytical rigor, operational execution, and technology leadership to maximize efficiency, performance, and scalability.
Requirements
- 4+ years of Workforce Management and/or Contact Center Operations experience, with leadership responsibility
- 3+ years managing dialer or contact center technology platforms
- Strong analytical skills with ability to interpret large datasets and drive decisions
- Experience with forecasting, staffing models, and contact center metrics (AHT, adherence, occupancy, etc.)
- Strong communication and stakeholder management skills
- Bachelor’s degree in a quantitative or related field
- Advanced Excel and data analysis skills; SQL experience preferred
- Experience with dialer logic design, campaign optimization, and reporting
- Experience working in multi-site or vendor-supported environments
- Strong presentation and influencing skills
Responsibilities
- Lead and develop a high-performing team across Workforce Management and Dialer Operations, driving accountability, capability building, and operational excellence
- Own end-to-end workforce strategy, including forecasting, capacity planning, and scenario modeling to align staffing with business demand
- Oversee scheduling and real-time execution, ensuring service levels, productivity, and operational targets are consistently met
- Define and optimize dialer strategy, including campaign design, segmentation, and dialing modes to maximize contact rates and agent efficiency
- Monitor and analyze performance across WFM and dialer operations, delivering insights and actions to improve forecast accuracy, utilization, and outcomes
- Partner cross-functionally with Operations, Recruiting, Training, and vendors to align staffing plans and execute against business objectives
- Drive continuous improvement and scalability across contact center operations, including process optimization, tool enhancements, and compliance adherence
Benefits
- medical, dental and vision plans for employees and their families
- 401(k) match
- health and wellness programs
- flexible time off policies for salaried employees
- up to 16 weeks paid parental leave
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
501-1,000 employees
