Workforce Manager in Rochester

Bounce AI is seeking a Workforce Manager to own scheduling, real-time operations, and intraday productivity for our Resolution Expert (RE) teams. a high-impact role at the center of operations—partnering with managers, agents, and leadership to ensure the right people are in the right place at the right time.

About UsBounce 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.

How You\’ll Spend Your TimeAs the Workforce Manager , you 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.

You will work closely with Operations, Site Leadership, Training, Compliance, and Technology in a fast-paced fintech environment focused on scale, efficiency, and consumer outcomes.

Own daily and long-range staffing models, schedules, and coverage plans across Resolution Expert teams

Manage intraday performance : monitor volumes, adherence, occupancy, and service levels; make real-time adjustments to maximize productivity

Lead intra-site and cross-site communications , ensuring managers and agents are aligned on priorities, staffing changes, and operational updates

Partner closely with managers to support 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 including adherence, shrinkage, productivity, occupancy, and SLA performance

Identify operational bottlenecks and implement corrective actions to improve throughput and consumer experience

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 aligns with regulatory and performance standards

Identify opportunities to leverage automation, AI, and tooling to improve workforce efficiency

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

Proficiency with WFM platforms, time-tracking systems, and Excel or similar analytical tools

Understanding of hourly workforce dynamics, payroll, and adherence management

A clear communicator who can drive alignment across leadership, management and frontline teams

Exposure to automation, AI tools, or advanced operational analytics is a plus

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 bureaucracy

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.

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