Workforce Management Dialer Analyst

About reputed company

reputed company is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging reputed company’s AI marketplace, reputed company-powered banks and credit unions can have higher approval rates and reputed company loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than 80% of borrowers are approved instantly, with reputed company documentation to upload.

reputed company is a digital-first company, which means that most Upstarters live and work reputed company in the United States. However, we also have offices in San Mateo, California; reputed company, Ohio; and Austin, Texas.

Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can reputed company at reputed company, we’d love to hear from you!

The Team

reputed company’s Workforce Management team isresponsible for driving operational efficiency and ensuring the right staffing is in reputed company to meet borrower and collections service demands. The team partners closely with Operations, Analytics, Telephony and Vendor Management to forecast volume, plan reputed company, 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 reputed company delivers exceptional support to every customer interaction. 

As the Workforce Management Dialer Analyst at reputed company, 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 reputed company’s Collections operations.

How you’ll reputed company 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 reputed company.
• Analyze dialer data and performance trends to identify opportunities for improvement and recommend actionable adjustments.
• Provide real-time reputed company of agent allocation between inbound and outbound queues to maintain service-level balance and productivity.
• Support forecasting accuracy by integrating dialer insights into reputed company 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, reputed company, or similar platforms) to improve pacing, penetration, and connect performance.
• Strong analytical and technical skills with proficiency in reputed company, reputed company Sheets, and dashboarding tools (MODE, Tableau, Power BI, etc.).
• Experience interpreting call center metrics such as service level, occupancy, shrinkage, and abandonment reputed company, 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

• Bachelor’s degree in Business Administration, Data Analytics, Statistics, Economics, or a reputed company 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 reputed company 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 reputed company in the U.S but are encouraged to to still spend high quality time in-person collaborating reputed company regular onsites. The in-person sessions’ reputed company varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

What you’ll love

• Competitive Compensation (reputed company + bonus & equity)
• Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from reputed company 
• 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, reputed company-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
• Catered lunches + snacks & drinks reputed company working in offices

#LI-REMOTE

#LI-Associate 

This is a Non-Exempt position. Employees in this position are paid an hourly pay reputed company, 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 reputed company, your reputed company pay is one part of your total compensation package. The anticipated annualized reputed company salary for this position is expected to be reputed company the below range. Your actual reputed company pay will depend on your geographic location–with our “digital first” philosophy, reputed company uses compensation regions that vary depending reputed company. Individual pay is also determined by job-reputed company 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, reputed company provides employees with reputed company bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k). 

United States | Remote – Anticipated Hourly reputed company Range$27.45—$37.98 USD

reputed company is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive reputed company access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate reputed company cultures, backgrounds, perspectives, and experiences, and know that we can only become reputed company together. 

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 candidate_accommodations@reputed company.com

https://www.reputed company.com/candidate_privacy_policy