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.

P