Workforce Management Manager

Job title: Workforce Management Manager

Our Personal Injury Intake team runs at a high volume, and it's a revenue-driving part of the business. We're building out our Workforce Management function from the ground up, and we need someone who's done this before to lead it: forecasting, scheduling, real-time management, adherence, workforce technology, and the analytics that tie it all together.

This isn't a maintenance role. You'll be setting up the processes, the team, and the technology from scratch, and you'll have a direct hand in how well our contact center converts leads and takes care of clients.

What You'll Do

• Build and lead the Workforce Management function, including the processes, standards, and team structure it runs on.

• 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 that align staffing with demand, including coverage for weekends, holidays, and special projects.

• Run real-time management: monitor performance throughout the day and make the staffing calls when queue conditions shift.

• Set up and maintain schedule adherence programs, and keep an eye on attendance, occupancy, productivity, and shrinkage.

• Own our workforce technology, including evaluating, implementing, and configuring Five9 Workforce Management.

• Build dashboards, scorecards, and executive reporting that give leadership what they need to make decisions.

• Partner with Intake Leadership, Operations, Training, QA, Recruiting, HR, Finance, and Executive Leadership to make sure staffing supports the business as a whole.

• What You Bring

• 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 chops.

• Hands-on experience with Five9, NICE IEX, Verint, Genesys, Amazon Connect, or a similar platform.

• Strong communication skills and the ability to work well with stakeholders across the business.

• Nice to Have

• Experience implementing workforce management software, especially Five9 WFM.

• Salesforce CRM experience.

• Background in personal injury, legal intake, lead generation, sales operations, or another high-volume revenue contact center.

• SQL, BigQuery, Looker Studio, Power BI, Tableau, or similar analytics tools.

• Experience in a fast-growing or rapidly scaling organization.

• Our Core Values

• Relentless Problem Solvers - We don't stop at obstacles. We think critically, act decisively, and find solutions that create meaningful outcomes for our clients and our team.

• Pursuit of Excellence - Excellence is our standard—not our goal. From communication to execution, we hold ourselves accountable to exceptional quality in everything we do.

• Extreme Ownership - We take full responsibility for our actions, results, and commitments. We follow through without excuses and treat every client, relationship, and decision as if it were our own.

• Driven by Passion - We bring energy, purpose, and heart into our work every day. Our passion fuels exceptional client experiences, strengthens our culture, and drives continuous improvement.

What We Offer

• Health, dental, and vision insurance benefits.
• Paid time off (PTO).
• Opportunity to directly influence the growth and success of a rapidly expanding law firm.
• Long-term growth opportunities within a fast-growing organization.

Work Location

This is a fully remote position open only to candidates residing in Florida, Arizona or Utah.