-Call Center Workforce Manager

  • 19 Sep 2012 3:51 PM
    Message # 1076867
    Deleted user

    Workforce Management Manager (WFM)


    Customer care is our passion here at LegalZoom. Our goal is to delight our customers, resolve questions, and always provide best-in-class customer care so each and every customer leaves with the same feeling about LegalZoom that we share as a company – it’s a great place.


    As a Workforce Management Manager, you will take charge of managing the systems and resources that help our exceptional customer care team do their job.


    LegalZoom needs an experienced Workforce Management Manager who will be responsible for monitoring, tracking, and producing effective call center forecasts, schedules, and analysis. You will also create key operational reports to ensure achievement of operating objectives.


    What you’ll do:

    • Managing the day-to-day operation of the Workforce Management Real time adherence team.
    • Create policies and procedures to standardize specific Workforce management functions.
    • Co-Lead workforce forecasting, scheduling, and load balancing for call activities by queue, optimizing service, and quality levels while ensuring most efficient use of resources.
    • Adjust workforce requirements based on changing/dynamic forecasts; reforecast when necessary.
    • Generate forecasts on an intra-daily, daily, weekly, monthly, and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for improvement and recommending solutions.
    • Identify call volume trends and averages on a monthly and quarterly/seasonal basis (when necessary).
    • Create and maintain real time, historic and custom reports.



    • 1+ year of Project Management experience and 1+ year Process Improvement experience.
    • Workforce management subject matter expert with at least three years’ experience in a WFM leadership role.
    • High School Diploma/GED with 5+ years of relevant experience OR Bachelor's Degree required.
    • Interactive Intelligence software experience with Optimizer & Dialer preferred
    • Stong mathematical, analytical, communication, and organization skills
    • Self-motivated and MUST excel in a high profile position.

    Please visit our career page - Care - to complete an online application.


    You can also email your resume to Jennifer Kettler -


P.O. Box 14300, Austin, TX 78761-43  |  email: 

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