劳动力管理经理
Workforce Management Manager
我们的个人伤害案件受理团队处理大量业务，是推动收入的重要部分。我们正在从零开始构建员工管理职能，需要一位有相关经验的人来领导这项工作：预测、排班、实时管理、出勤率、员工管理技术以及将所有这些联系在一起的分析。
这不是一个维护性职位。你将从零开始建立流程、团队和技术，并直接参与我们的客服中心如何转化客户和照顾客户。
你将负责
- 建立并领导员工管理职能，包括其运行的流程、标准和团队结构。
- 在团队扩大时招聘、培训和管理员工分析师、排班员和实时分析师。
- 制定短期、中期和长期的案件量、人员需求、占用率、流失率和服务水平的预测。
- 设计与需求匹配的排班，包括周末、节假日和特殊项目的覆盖。
- 进行实时管理：全天监控表现，在队列情况变化时做出人员调配决策。
- 建立并维护排班出勤计划，关注出勤率、占用率、生产力和流失率。
- 管理我们的员工管理技术，包括评估、实施和配置 Five9 Workforce Management。
- 创建仪表盘、评分卡和高管报告，为管理层提供决策所需的信息。
- 与案件受理领导、运营、培训、质量保证、招聘、人力资源、财务和高管团队合作，确保人员安排支持整体业务。
你具备
- 在客服中心有5年以上员工管理经验。
- 有3年以上员工规划、预测、排班或实时运营的管理经验。
- 管理过员工分析师、排班员或类似团队的经验。
- 强大的预测、容量规划和人员模型技能。
- 高级 Excel 使用能力和扎实的报告能力。
- 使用 Five9、NICE IEX、Verint、Genesys、Amazon Connect 或类似平台的实际操作经验。
- 良好的沟通能力，能够与公司内部各利益相关者良好协作。
加分项
- 实施员工管理软件的经验，尤其是 Five9 WFM。
- Salesforce CRM 经验。
- 个人伤害、法律受理、客户获取、销售运营等相关领域的背景，或其它高流量收入客服经验。
查看英文原文
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.
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
- 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.
Work Location
This is a fully remote position open only to candidates residing in Florida, Arizona or Utah.
How to Apply
Applying takes two short steps:
- Submit your application
- Complete our Culture Index survey (about 10 minutes):
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.
Originally posted on Himalayas