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!
The Team:
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.
How you’ll make 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 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.
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, 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.
Preferred Qualifications
- 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.
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 anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence 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 (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
#LI-REMOTE
#LI-Associate
This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, 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 Upstart, your base pay is one part of your total compensation package. The anticipated annualized base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related 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, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).
Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better 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 [email protected]
https://www.upstart.com/candidate_privacy_policy
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