Bounce AI is transforming the collections experience through automation, data, and human-centered design. We partner with leading fintechs and creditors to create better outcomes for consumers while delivering industry-leading performance. As we continue to scale our operations across the U.S. and near-shore locations, we are building a best-in-class workforce management function to support growth.

We are looking for a Workforce Manage r who will be responsible for workforce planning, scheduling, intraday performance, and cross-site communication across Bounce AI’s operations. You will drive productivity through data, ensure staffing aligns with demand, and act as the operational “control tower” for day-to-day execution.

Main Responsibilities:

• Own daily and long-rang e staffing models, schedules, and coverage pla ns across Resolution Expert teams
• Manag e intraday performan ce: monitor volumes, adherence, occupancy, and service levels; make real-time adjustments to maximize productivity
• Lea d intra-site and cross-site communicatio ns, ensuring managers and agents are aligned on priorities, staffing changes, and operational updates
• Partner closely with managers to suppor t agent performance, schedule adherence, and capacity utilization
• Forecast demand, analyze volume patterns, and translate data into staffing and scheduling recommendations
• Track and report key WFM metrics includin g adherence, shrinkage, productivity, occupancy, and SLA performance
• Support new program launches, seasonal volume changes, and growth initiatives with proactive workforce planning
• Evaluate productivity trends and recommend process, staffing, or workflow improvements
• Collaborate with Compliance, Training, and Quality teams to ensure operational execution
• Identify opportunities to leverag e automation, AI, and tooling

Requirements

• 4+ years of experience in Workforce Management, Operations, or Capacity Planning (contact center, fintech, financial services, or high-growth environments preferred
• Proven experience with scheduling, real-time management, and intraday performance optimization
• BA/BS degree in Business, Finance or equivalent experience
• Strong analytical mindset with the ability to translate data into actionable operational decisions
• Experience partnering with frontline managers and influencing outcomes through collaboration—not just reporting

What We Offer:

• Competitive Salary based on experience
• Competitive medical, dental, and vision coverage
• Generous PTO, paid sick time, and company holidays
• 401(k) with 5% company match
• Fast-growing fintech environment with real ownership and impact
• A culture that values data, execution, and people—without bureau

Join Bounce to be part of a pioneering team transforming debt management through innovative technology. You will be able to develop your skills in a rapidly growing company and thrive in a vibrant, fast-paced startup environment where your contributions truly matter.

Visa sponsorship for this role is currently not available

Bounce is an equal opportunity employer that is dedicated to diversity and inclusion. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.