Manager, Work Force Management Real Time Analysts

The Team

Upstart’s Workforce Management  team ensures our Servicing organization has the right number of frontline associates with the right skills available at the right times to handle customer inquiries while balancing operational performance goals like Service Level and Response Time against operational efficiency goals and customer and employee satisfaction. 

As the Manager of the Real Time Analyst  team at Upstart, you will  lead and inspire a team of Real Time Analysts responsible for ensuring optimal staffing levels so Servicing Operations meets service level and response time goals for phone work and non-phone work.

Position Location - This role is available in the following locations: Remote

Time Zone Requirements - This team operates on the East/West 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.

How you’ll make an impact:

• Leadership and Team Management
  • Lead, mentor, develop, and inspire a team of Real-Time Analysts to ensure high performance and engagement.
  • Set and manage performance expectations, providing coaching and feedback to help team members achieve their goals.
  • Develop training programs to ensure the team is well-versed in real-time management tools and processes.
  • Drive accountability and promote a culture of continuous improvement within the team.
  Real-Time Monitoring and Adjustment
  • Oversee real-time workforce management processes, including intraday schedule adjustments and managing schedule adherence.
  • Monitor real-time service levels and response times and act quickly to address poor performance.
  • Communicate with supervisors regarding staffing and productivity needs.
  Performance and Data Analysis
  • Analyze real-time data and trends to identify patterns, improvement areas, and opportunities for proactive solutions.
  • Produce and review daily/weekly/monthly performance reports, using data insights to recommend and implement changes that improve team performance.
  • Ensure accurate reporting of key performance metrics like staffing levels, call volumes, occupancy, and schedule adherence.
  Collaboration and Communication
  • Act as a liaison between the Workforce Management team and Servicing Operations, aligning real-time operations with overall business objectives.
  • Communicate with Servicing Leadership to address staffing needs, anticipated volume changes, and unexpected events impacting workforce capacity.
  • Provide insights and recommendations to Servicing Leadership on improving workforce efficiency and resource allocation.
  Technology and Process Improvement
  • Oversee the use and effectiveness of Workforce Management tools and software, ensuring accurate and timely data management.
  • Identify and implement process improvements and best practices within real-time management to enhance efficiency and team productivity.
  • Stay updated on industry best practices, bringing innovative solutions to optimize workforce operations.
   

What we’re looking for: 

• Minimum qualifications:
  • 3+ years managing a team in a fast-paced environment
  • 3+ years of experience in Workforce Management in a call center environment
  • Strong analytical skills with the ability to interpret data, identify trends, and make quick decisions
  • Proficiency in automating data and reporting through Google Sheets, Excel, Looker and Salesforce
  • Proficiency in NICE Workforce Management software
  • Excellent organizational and multitasking skills with the ability to manage time-sensitive requests effectively
  • Excellent interpersonal, communication, and leadership skills
• Preferred qualifications:
  • Advanced experience in Google Sheets, Looker and Salesforce
  • Proficiency in Google Apps Script and Python

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 holiday, 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