Workforce Management Dialer Analyst

Who you are

You have a strong background in workforce management and operational efficiency, with experience in analyzing data to drive decision-making. You understand the importance of staffing and scheduling in meeting service demands and have a knack for optimizing processes to enhance performance. You thrive in a collaborative environment, working closely with teams across operations, analytics, and telephony to ensure seamless execution of workforce strategies. Your analytical skills allow you to forecast volume accurately and plan capacity effectively, ensuring that the right resources are in place to meet customer needs. You are committed to Upstart's mission of improving access to affordable credit and are eager to contribute to a team that values inclusivity and fair hiring practices.

Desirable

Experience with telephony systems and vendor management is a plus. Familiarity with data-driven insights and real-time execution in a workforce management context will set you apart. You are proactive in identifying opportunities for improvement and have a track record of implementing successful strategies that balance service level performance with cost efficiency.

What you'll do

In this role, you will be responsible for driving operational efficiency within Upstart's Workforce Management team. You will collaborate with various departments to forecast service volume and plan staffing needs, ensuring that the organization can meet borrower and collections service demands effectively. Your role will involve analyzing data to provide insights that inform scheduling and capacity planning decisions. You will work closely with operations and analytics teams to optimize processes and improve overall service delivery. Additionally, you will engage with telephony and vendor management teams to ensure that all aspects of workforce management are aligned and functioning smoothly. Your contributions will play a key role in balancing service level performance, cost efficiency, and employee experience, ultimately enhancing Upstart's ability to deliver exceptional support to customers.

What we offer

Upstart offers a dynamic work environment where you can make a significant impact on the company's mission. You will have the opportunity to work remotely from anywhere in the United States, allowing for flexibility in your work-life balance. The company is committed to fostering an inclusive culture that values diverse perspectives and experiences. You will be part of a team that is dedicated to improving access to affordable credit for all, and your work will directly contribute to this important mission. Upstart also provides opportunities for professional growth and development, ensuring that you can advance your career while making a meaningful difference in the lives of borrowers.