Workforce Manager
About The Position
Bounce AI is seeking a Workforce Manager to own scheduling, real-time operations, and intraday productivity for our Resolution Expert (RE) teams. This is a high-impact role at the center of operations—partnering with managers, agents, and leadership to ensure the right people are in the right place at the right time. About Us Bounce AI is transforming the collections experience through automation, data, and human-centered design. We partner with leading fintechs and creditors to create better outcomes for consumers while delivering industry-leading performance. As we continue to scale our operations across the U.S. and near-shore locations, we are building a best-in-class workforce management function to support growth. How You’ll Spend Your Time As the Workforce Manager, you will be responsible for workforce planning, scheduling, intraday performance, and cross-site communication across Bounce AI’s operations. You will drive productivity through data, ensure staffing aligns with demand, and act as the operational “control tower” for day-to-day execution. You will work closely with Operations, Site Leadership, Training, Compliance, and Technology in a fast-paced fintech environment focused on scale, efficiency, and consumer outcomes.
Requirements
- 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
Nice To Haves
- Exposure to automation, AI tools, or advanced operational analytics is a plus
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
Benefits
- Competitive Salary based on Experience
- Competitive medical, dental, and vision coverage
- Generous PTO, paid sick time, and company holidays
- 401(k) with 5% company match
- Fast-growing fintech environment with real ownership and impact
- A culture that values data, execution, and people—without bureaucracy
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1-10 employees
