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.
• Strong English skills (C1/C2 level), both verbal and written.

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

• 100% remote work environment.
• Paid time off (PTO) and US holidays.
• Opportunity to directly influence the growth and success of a rapidly expanding law firm.
• Long-term growth opportunities within a fast-growing organization.

Requirements

• Ability to work independently from a home office with stable, high-speed internet and a quiet, professional workspace.
• Must have a laptop or desktop computer with a minimum of 16GB RAM and an Intel Core i5 processor or higher.
• Must have a stable internet connection with a minimum speed of 25 Mbps.
• Available to work U.S. business hours.
• Willingness to use time-tracking software.

Work Location

This is a fully remote position open only to candidates located in LATAM.

How to Apply
Applying takes two short steps:

• Submit your application
• Complete our Culture Index survey (about 10 minutes): https://go.cultureindex.com/p/wV7Ib6RQQH2

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.