Workforce Management Manager

Ovation Law Firm

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

Posted 9/29/2026full-timeRemote • NicaraguaMid-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 a team of Workforce Analysts and Schedulers. Proficient in utilizing workforce technology such as Five9 and advanced reporting tools to drive decision-making and optimize staffing strategies.

Highest-signal resume keywords

Workforce Management ExperienceForecasting SkillsFive9 Workforce ManagementAdvanced Excel SkillsTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce PlanningCapacity PlanningStaffing Model SkillsReal-Time OperationsSchedule DesignAttendance MonitoringProductivity AnalysisShrinkage ManagementDashboard CreationReporting Skills

Soft Skills

Strong Communication SkillsStakeholder CollaborationIndependent Work

Tools & Technologies

Five9NICE IEXVerintGenesysAmazon ConnectSalesforce CRMSQLBigQueryLooker StudioPower BI

Industry Keywords

Contact CenterLead GenerationSales OperationsHigh-Volume RevenueLegal Intake

Tech Stack

Tools & technologies

BigQuerySQLTableau

About the role

Key responsibilities & impact

Build and lead the Workforce Management function, including processes, standards, and team structure
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 aligned with demand, including weekend, holiday, and special-project coverage
Run real-time management by monitoring daily performance and making staffing decisions as queue conditions shift
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 for leadership decision-making
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 skills
Hands-on experience with Five9, NICE IEX, Verint, Genesys, Amazon Connect, or a similar platform
Strong communication skills and ability to work with stakeholders across the business
Strong English skills (C1/C2 level), verbal and written
Ability to work independently from a home office with stable, high-speed internet and a quiet, professional workspace
Laptop or desktop computer with minimum 16GB RAM and Intel Core i5 processor or higher
Stable internet connection with minimum speed of 25 Mbps
Availability to work U.S. business hours
Willingness to use time-tracking software
Nice-to-have: experience implementing workforce management software, especially Five9 WFM
Nice-to-have: Salesforce CRM experience
Nice-to-have: background in personal injury, legal intake, lead generation, sales operations, or another high-volume revenue contact center
Nice-to-have: SQL, BigQuery, Looker Studio, Power BI, Tableau, or similar analytics tools
Nice-to-have: experience in a fast-growing or rapidly scaling organization

Benefits

Comp & perks

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