Workforce Management Manager

This is a fully remote position, open to applicants in Nicaragua.

📋 Description

• Develop and oversee the Workforce Management function, encompassing processes, standards, and team structure.

• Hire, train, and supervise Workforce Analysts, Schedulers, and Real-Time Analysts as the team expands.

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

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

• Execute real-time management by monitoring daily performance and adjusting staffing based on queue conditions.

• Establish and uphold schedule adherence programs.

• Track attendance, occupancy, productivity, and shrinkage.

• Manage workforce technology, which includes evaluating, implementing, and configuring Five9 Workforce Management.

• Develop dashboards, scorecards, and executive reports to aid leadership in decision-making.

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

⛳️ Requirements

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

• More than 3 years of experience in 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.

• Advanced proficiency in Excel and robust reporting capabilities.

• Practical experience with Five9, NICE IEX, Verint, Genesys, Amazon Connect, or comparable platforms.

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

• Proficient in English (C1/C2 level), both verbal and written.

• Capacity to work independently from a home office with reliable, high-speed internet and a quiet, professional workspace.

• A laptop or desktop computer with at least 16GB RAM and an Intel Core i5 processor or better.

• A stable internet connection with a minimum speed of 25 Mbps.

• Availability to work during U.S. business hours.

• Willingness to utilize time-tracking software.

• Nice-to-have: experience in implementing workforce management software, particularly Five9 WFM.

• Nice-to-have: familiarity with Salesforce CRM.

• Nice-to-have: background in personal injury, legal intake, lead generation, sales operations, or another high-volume revenue contact center.

• Nice-to-have: experience with SQL, BigQuery, Looker Studio, Power BI, Tableau, or similar analytics tools.

• Nice-to-have: experience in a fast-growing or rapidly scaling organization.

🏝️ Benefits

• Fully remote work environment.

• Paid time off (PTO) and U.S. holidays.

• Opportunity to have a direct impact on the growth and success of a rapidly expanding law firm.

• Long-term growth prospects within a fast-growing organization.