Workforce Management Manager

Ovation Law Firm

6d • Remote

About The Position

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.

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 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 Haves

• 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.

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed