Workforce Management Dialer Analyst

Upstart Inc.•Columbus, OH

39d•Remote

About The Position

Upstart's 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 sites.Through 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 Analyst at Upstart, you will be responsible for managing and optimizing the collections blended dialer to ensure outbound strategies align with inbound servicing goals. You'll monitor daily pacing, penetration, and connect rates to drive performance across internal teams and vendor partners.This role plays a critical part in improving operational efficiency, forecast accuracy, and customer contact success, directly influencing the effectiveness of Upstart's Collections operations.

Requirements

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.

Nice To Haves

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.

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.

Benefits

Competitive Compensation (base + bonus & equity)
Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart
401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
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