Workforce Management Dialer Analyst

About Upstart

Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower 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 zero documentation to upload.

Upstart is a digital-first company, which means that most Upstarters live and work anywhere in the United States. However, we also have offices in San Mateo, California;
Columbus, 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 make at Upstart, we’d love to hear from you!

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.

• 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.

• 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.

• 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…