LendingClub
Finance / FinServ
Manager,WorkforceManagement&DialerOperations
Neural analysis suggests this role is
optimal for Mid candidates.
“Manager, Workforce Management & Dialer Operations at LendingClub. Skills: Workforce Management, Dialer Operations, Forecasting, Capacity Planning, Scheduling, Dialer Strategy. end-to-end planning, execution, and optimization of workforce strategy and dialer operations. oversees capacity planning, scheduling, real-time execution, and dialing campaign strategy across voice and non-voice channels”
What You'll Achieve.
maximize efficiency, performance, and scalability; ensure service levels, productivity, and operational targets are consistently met; maximize contact rates and agent efficiency; improve forecast accuracy, utilization, and outcomes
Industry & Context.
analytical skills with ability to interpret large datasets and drive decisions
Primarily MT, flexible working across time zones when necessary, Monthly/quarterly/as needed travel to LendingClub offices and/or other locations, as needed
What They're Looking For.
Must Have
4+ years of Workforce Management and/or Contact Center Operations experience, with leadership responsibility, 3+ years managing dialer or contact center technology platforms, analytical skills with ability to interpret large datasets and drive decisions, Experience with forecasting, staffing models, and contact center metrics (AHT, adherence, occupancy, etc. ), communication and stakeholder management skills, Bachelor’s degree in a quantitative or related field
Nice to Have
Advanced Excel and data analysis SQL experience preferred, Experience with dialer logic design, campaign optimization, and reporting, Experience working in multi-site or vendor-supported environments, presentation and influencing skills
What You'll Do.
and optimization of workforce strategy and dialer operations
oversees capacity planning
and dialing campaign strategy across voice and non-voice channels
partners cross-functionally with Operations
and external providers to ensure staffing plans
and dialing campaigns are aligned to business goals
regulatory requirements
and customer experience expectations
Lead and develop a high-performing team across Workforce Management and Dialer Operations
driving accountability
and operational excellence
Own end-to-end workforce strategy
including forecasting
and scenario modeling to align staffing with business demand
Oversee scheduling and real-time execution
ensuring service levels
and operational targets are consistently met
Define and optimize dialer strategy
including campaign design
and dialing modes to maximize contact rates and agent efficiency
Monitor and analyze performance across WFM and dialer operations
delivering insights and actions to improve forecast accuracy
Drive continuous improvement and scalability across contact center operations
including process optimization
and compliance adherence
How You'll Work.
Team & Collaboration
partners cross-functionally with Operations, Risk, Marketing, Finance, Recruitment, Training, and external providers; align staffing plans and execute against business objectives
Communication Scope
communication and stakeholder management skills; presentation and influencing skills
Full Job Description
### _Current Employees of LendingClub: Please apply via your internal Workday Account_ LendingClub (soon to be Happen Bank) is built around a simple purpose: to clear the way to help people turn intention into action, and action into financial progress. That means offering focused products, a frictionless mobile-first experience, and clear terms with no gotchas. Respect and fairness is part of our DNA, and that ideal shapes how we work, how we treat each other, and how we invest in our employees and our community. Join us in using data, bold thinking, and a commitment to innovation to help clear the way for millions of Americans to achieve more. ## ## About the Role The Manager, Workforce Management & Dialer Operations is responsible for end-to-end planning, execution, and optimization of workforce strategy and dialer operations across LendingClub’s contact center environment. This role oversees capacity planning, scheduling, real-time execution, and dialing campaign strategy across voice and non-voice channels supporting Personal Loans, Auto Loans, and Banking products. This leader partners cross-functionally with Operations, Risk, Marketing, Finance, Recruitment, Training, and external providers to ensure staffing plans, contact strategies, and dialing campaigns are aligned to business goals, regulatory requirements, and customer experience expectations. The role combines analytical rigor, operational execution, and technology leadership to maximize efficiency, performance, and scalability. ## ## What You'll Do * Lead and develop a high-performing team across Workforce Management and Dialer Operations, driving accountability, capability building, and operational excellence * Own end-to-end workforce strategy, including forecasting, capacity planning, and scenario modeling to align staffing with business demand * Oversee scheduling and real-time execution, ensuring service levels, productivity, and operational targets are consistently met * Define and optimize dial
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