Workforce Management Manager
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Job Description
Workforce Management Manager building forecasting, scheduling, and real-time operations for a high-volume personal injury intake team. Leading workforce technology, analytics, and planning for a rapidly expanding law firm.
Responsibilities:
- Build and lead the Workforce Management function, including processes, standards, and team structure
- Recruit, train, and manage Workforce Analysts, Schedulers, and Real-Time Analysts as the team grows
- Create short-, medium-, and long-term forecasts for lead volume, staffing needs, occupancy, shrinkage, and service levels
- Design schedules aligned with demand, including weekend, holiday, and special-project coverage
- Run real-time management by monitoring daily performance and making staffing decisions as queue conditions shift
- Establish and maintain schedule-adherence programs
- Monitor attendance, occupancy, productivity, and shrinkage
- Own workforce technology, including evaluating, implementing, and configuring Five9 Workforce Management
- Build dashboards, scorecards, and executive reports for leadership decision-making
- Partner with Intake Leadership, Operations, Training, QA, Recruiting, HR, Finance, and Executive Leadership to align staffing with business needs
Requirements:
- 5+ years of Workforce Management experience in a contact center
- 3+ years leading workforce planning, forecasting, scheduling, or real-time operations
- Experience managing Workforce Analysts, Schedulers, or a similar team
- Strong forecasting, capacity planning, and staffing-model skills
- Advanced Excel and solid reporting skills
- Hands-on experience with Five9, NICE IEX, Verint, Genesys, Amazon Connect, or a similar platform
- Strong communication skills and ability to work with stakeholders across the business
- Strong English skills (C1/C2 level), verbal and written
- Ability to work independently from a home office with stable, high-speed internet and a quiet, professional workspace
- Laptop or desktop computer with minimum 16GB RAM and Intel Core i5 processor or higher
- Stable internet connection with minimum speed of 25 Mbps
- Availability to work U.S. business hours
- Willingness to use time-tracking software
- Nice-to-have: experience implementing workforce management software, especially Five9 WFM
- Nice-to-have: Salesforce CRM experience
- Nice-to-have: background in personal injury, legal intake, lead generation, sales operations, or another high-volume revenue contact center
- Nice-to-have: SQL, BigQuery, Looker Studio, Power BI, Tableau, or similar analytics tools
- Nice-to-have: experience in a fast-growing or rapidly scaling organization
Benefits:
- 100% remote work environment
- Paid time off (PTO) and US holidays
- Opportunity to directly influence the growth and success of a rapidly expanding law firm
- Long-term growth opportunities within a fast-growing organization
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