Workforce Management Manager

🕒 September 15

🌵 Arizona, Florida, +1 more states – Remote

🌵 Arizona – Remote 🐊 Florida – Remote ⛷️ Utah – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 30%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ovation Law Firm

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🚘 Automotive

🏥 Healthcare

📦 Logistics

Automotive • Healthcare • Logistics

Ovation Law Firm is a California-based personal injury law firm that represents accident and injury victims across the state. The firm focuses on car, truck, rideshare (Uber) and motorcycle accidents, pedestrian and dog-bite injuries, spinal cord injuries, and lemon law matters. Ovation offers contingency-fee representation (clients pay nothing unless the firm wins), handles upfront case costs, provides 24/7 availability, free case evaluations, and multiple California offices with willingness to meet clients at their location; it also coordinates with licensed co-counsel for out-of-state matters.

📋 Description

• Build and lead the Workforce Management function, including its processes, standards, and team structure. • Recruit, train, and manage Workforce Analysts, Schedulers, and Real-Time Analysts. • Create short-, medium-, and long-term forecasts for lead volume, staffing needs, occupancy, shrinkage, and service levels. • Design schedules aligned with demand, including weekend, holiday, and special-project coverage. • Run real-time management and make staffing decisions as queue conditions change. • Establish and maintain schedule-adherence programs. • Monitor attendance, occupancy, productivity, and shrinkage. • Own workforce technology, including evaluating, implementing, and configuring Five9 Workforce Management. • Build dashboards, scorecards, and executive reports. • Partner with Intake Leadership, Operations, Training, QA, Recruiting, HR, Finance, and Executive Leadership to align staffing with business needs.

🎯 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. • 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.