[Hiring] Workforce Management Manager @Ovation Law Firm

Role Description

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.

Qualifications

• 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.

Requirements

• 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.

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.

Work Location

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

How to Apply

Applying takes two short steps:

• Submit your application.
• Complete our Culture Index survey (about 10 minutes): Culture Index Survey

The survey is a short questionnaire about how you naturally like to work. There are no right or wrong answers, and we look at it alongside your experience, not instead of it. Please use the same name and email address on the survey that you use on this application so we can match them up.