Workforce Management Manager

Ovation Law Firm

. Build and lead the Workforce Management function, including its processes, standards, and team structure.

Posted 9/15/2026full-timeRemote • Arizona • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Workforce Management, including forecasting, scheduling, and real-time operations, while effectively leading and developing teams. Proficient in utilizing workforce management software and analytics tools to optimize staffing and operational efficiency.

Highest-signal resume keywords

Workforce Management ExperienceForecasting SkillsFive9 Workforce ManagementAdvanced Excel ProficiencyTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce PlanningCapacity PlanningStaffing Model DevelopmentReal-Time Operations ManagementSQLBigQueryPower BITableauLooker StudioReporting

Soft Skills

Strong Communication SkillsStakeholder Collaboration

Tools & Technologies

Five9NICE IEXVerintGenesysAmazon ConnectSalesforce CRM

Industry Keywords

Contact CenterPersonal InjuryLegal IntakeLead GenerationSales Operations

Tech Stack

Tools & technologies

BigQuerySQLTableau

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.