Workforce Management Manager

This is a fully remote position, open to applicants in Arizona, +2 more states.

📋 Description

• Lead and develop the Workforce Management function, encompassing its processes, standards, and team structure.

• Recruit, train, and supervise Workforce Analysts, Schedulers, and Real-Time Analysts.

• Generate forecasts for lead volume, staffing requirements, occupancy, shrinkage, and service levels for the short, medium, and long term.

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

• Manage real-time operations and make staffing adjustments as queue conditions fluctuate.

• Establish and uphold schedule adherence programs.

• Track attendance, occupancy, productivity, and shrinkage metrics.

• Oversee workforce technology, including the evaluation, implementation, and configuration of Five9 Workforce Management.

• Develop dashboards, scorecards, and executive reports.

• Collaborate with Intake Leadership, Operations, Training, QA, Recruiting, HR, Finance, and Executive Leadership to synchronize staffing with business requirements.

⛳️ Requirements

• Over 5 years of experience in Workforce Management within a contact center environment.

• At least 3 years of experience leading workforce planning, forecasting, scheduling, or real-time operations.

• Proven experience in managing teams of Workforce Analysts, Schedulers, or similar roles.

• Strong skills in forecasting, capacity planning, and staffing models.

• Proficient in advanced Excel and capable of generating comprehensive reports.

• Practical experience with platforms such as Five9, NICE IEX, Verint, Genesys, Amazon Connect, or similar systems.

• Excellent communication skills with the ability to collaborate effectively with stakeholders across the organization.

• Experience in implementing workforce management software, particularly Five9 WFM.

• Familiarity with Salesforce CRM.

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

• Proficient with analytics tools such as SQL, BigQuery, Looker Studio, Power BI, Tableau, or equivalent.

• Experience in a rapidly growing or scaling organization.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance packages.

• Paid time off (PTO) policy.

• The chance to directly impact the growth and success of a fast-expanding law firm.

• Opportunities for long-term advancement within a rapidly growing organization.