At a Glance
- Tasks: Manage workforce planning, scheduling, and performance for our Resolution Expert teams.
- Company: Join Bounce AI, a fintech innovator transforming the collections experience.
- Benefits: Competitive salary, generous PTO, health coverage, and a 401(k) match.
- Other info: Be part of a diverse team driving innovation in debt management.
- Why this job: Make a real impact in a fast-paced environment while developing your skills.
- Qualifications: 4+ years in Workforce Management and strong analytical skills required.
The predicted salary is between 36000 - 60000 £ per year.
Bounce AI is seeking a Workforce Manager to own scheduling, real-time operations, and intraday productivity for our Resolution Expert (RE) teams. This is a high-impact role at the centre of operations—partnering with managers, agents, and leadership to ensure the right people are in the right place at the right time.
About Us: Bounce AI is transforming the collections experience through automation, data, and human-centred 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 Time: As 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.
- 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, analyse 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 centre, 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, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Workforce Manager in Rochester employer: Bounce AI
At Bounce AI, we pride ourselves on being an exceptional employer, offering a dynamic and inclusive work culture that fosters growth and innovation. As a Workforce Manager, you will play a pivotal role in shaping our operations within a fast-paced fintech environment, where your contributions directly impact our mission to transform the collections experience. With competitive benefits, generous PTO, and a commitment to employee development, you'll thrive in a collaborative atmosphere that values data-driven decision-making and empowers you to make a real difference.
StudySmarter Expert Advice🤫
We think this is how you could land Workforce Manager in Rochester
✨Tip Number 1
Network like a pro! Reach out to current employees at Bounce AI on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Workforce Manager role.
✨Tip Number 2
Prepare for the interview by understanding Bounce AI's mission and values. Be ready to discuss how your experience aligns with their focus on automation and consumer outcomes—show them you’re not just another candidate!
✨Tip Number 3
Practice your data analysis skills! Since the role involves translating data into actionable decisions, brush up on your analytical tools and be prepared to discuss how you've used data in past roles to drive productivity.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Bounce AI team.
We think you need these skills to ace Workforce Manager in Rochester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Workforce Manager role. Highlight your experience in workforce management, scheduling, and real-time operations, as these are key aspects of the job. We want to see how your skills align with what we’re looking for!
Show Off Your Analytical Skills:Since this role involves a lot of data analysis, don’t shy away from showcasing your analytical mindset. Include examples of how you've used data to make operational decisions or improve performance in previous roles. We love seeing numbers that tell a story!
Communicate Clearly:As a Workforce Manager, clear communication is crucial. Make sure your application reflects your ability to communicate effectively. Use straightforward language and structure your thoughts logically. We appreciate clarity just as much as you do!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Bounce AI and what we stand for!
How to prepare for a job interview at Bounce AI
✨Know Your Numbers
As a Workforce Manager, you'll be dealing with data daily. Brush up on key metrics like adherence, occupancy, and productivity before your interview. Be ready to discuss how you've used data to drive decisions in past roles.
✨Showcase Your Collaboration Skills
This role requires working closely with various teams. Prepare examples of how you've successfully partnered with managers and agents in the past. Highlight your ability to influence outcomes through collaboration, not just reporting.
✨Understand the Fintech Landscape
Bounce AI operates in a fast-paced fintech environment. Familiarise yourself with current trends in the industry, especially around automation and AI tools. This will show your genuine interest and understanding of the company's mission.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills. Think of scenarios where you've had to make real-time adjustments to staffing or scheduling. Be ready to explain your thought process and the impact of your decisions.
