Workforce Manager

Intake Solutions of America is accepting applications for a

Workforce Manager

Experienced - Focused - Results Driven

At Intake Solutions of America, we have one mission : Turning law firm leads into cases. ISA offers 24 hours a day / 7 days per week tailored intake dialogues that lead to contact conversions. Our specialty is serving personal injury and related practice area law firms across the nation.

This role is remote with occasional in-person office work.

What's in it for you?

• Inclusive and diverse working environment.
• Positive and team-driven culture.
• Personalized development plans to support your career growth.
• Innovative technology and case management systems.
• Competitive Salary and bonus program.
• Medical Plan Options (including a zero-dollar premium High-Deductible Heath Plan option for employee-only coverage).
• Dental Plan Option.
• Virtual Healthcare Access.
• Health Savings Account and Flexible Spending Account Options.
• 401k plan with an employer match.
• Disability Insurance Options (with employer-paid Long-Term Disability).
• Life Insurance Options (with employer-paid Basic Life Insurance).
• 11 Company paid holidays.
• Paid Time-Off.
• Employer-paid Employee Assistance Program.
• Employer-paid Benefits Assistance / Advocacy Program.

How will you contribute to our team?

Responsible for leading workforce planning, scheduling, and real-time management for contact center operations. Ensures optimal staffing levels, maximize efficiency, and maintain high service levels to meet customer and business needs. This position requires a strong analytical mindset, excellent organizational skills, and the ability to adapt to a dynamic environment.

Responsibilities :

Must be able to multi-task and to effectively communicate, problem-solve and to overall handle tasks quickly and tactfully with all staff levels and the public. Must be able to adapt to the wide range of diverse internal and external clientele.

Effectively utilizes available technology, including computers, databases, portals, and software needed to successfully manage workflow. Familiarity with CRM systems and other contact center specific software.

Develop accurate forecasts for call volume, staffing requirements, and workload distribution based on historical data, trends, and business goals.

Collaborate with leadership to align workforce strategies with business objectives and service level agreements (SLAs).

Create and maintain short-term and long-term capacity plans to meet operational demands.

Design and manage agent schedules to ensure adequate coverage while minimizing overstaffing or understaffing.

Optimize shift patterns, breaks, and time-off requests while balancing employee preferences and business needs.

Analyze and recommend staffing adjustments to address unexpected call volume or operational changes.

Monitor real-time contact center performance, including call queues, agent availability, and adherence to schedules.

Take immediate action to address deviations, such as call spikes or agent absenteeism, by adjusting resources.

Provide updates and actionable insights to leadership regarding real-time challenges and solutions.

Generate and analyze workforce management reports, including adherence, occupancy, shrinkage, and performance trends.

Identify patterns and recommend process improvements to enhance productivity and efficiency.

Share actionable insights with operations teams to improve overall performance and decision-making.

Manage and maintain workforce management (WFM) systems and tools, ensuring accuracy and reliability.

Evaluate and recommend WFM technology upgrades or new tools to improve efficiency.

Ensure integration and alignment of WFM tools with contact center operations and reporting systems.

Work closely with operations, training, and quality assurance teams to align workforce management practices with overall goals.

Implement strategies that prioritize empathy in interactions with both team members and clients, promoting a culture of understanding and support.

Collaborate with client service teams to understand client needs and ensure workforce strategies align with delivering exceptional service.

Provide guidance and support to team leads and supervisors on scheduling, adherence, and performance metrics.

Communicate effectively with stakeholders regarding staffing updates, challenges, and action plans.

Education and Experience :

Qualifications and Skills :