Job Description

JOB TITLE : Workforce Insights and Analytics Manager

FLSA Status: Exempt

Salary: $110,000 - $150,000/annually

Location: Hybrid in Costa Mesa

GENERAL DESCRIPTION:

The Law Offices of Daniel Kim is a top-rated Personal Injury Law Firm in California. We fight for plaintiffs in cases involving cars, trucks, motorcycles, rideshare companies (Uber/Lyft), and other motor vehicle accidents.

The Workforce Insights and Analytics Manager will transform workforce data into actionable insights to drive staffing decisions, productivity improvements, and operational efficiency. This role partners Department Leaders to analyze trends, forecast staffing needs, and ensure optimal resource allocation across cases and departments. This position uses data to improve efficiency, reduce costs, and enhance the customer experience by optimizing call center representatives’ scheduling, performance, and resource allocation. It involves analyzing metrics like call volume, hold times, and agent productivity to make data-driven decisions.

Key responsibilities:

• workforce planning
• forecasting and scheduling
• real-time management
• performance management
• analytics and reporting

ESSENTIAL DUTIES :

• Develop dashboards and reports to track call center productivity, case load efficiency, and staff utilization.
• Identify trends and patterns to accurately forecast future volume and staffing needed • Monitor attrition, schedules, and call volume metrics to support talent strategy.
• Define the role of teams and managers through meaningful KPIs, accountability structures, and data systems that drive results.
• Partner with product teams to pilot and evaluate tools that enhance the customer experience.
• Analyze inputs that affect staffing needs and wait times, and develop strategies for workforce planning.
• Partner with cross-functional teams to inform strategic roadmaps with data[1]backed insights
• Assess potential business impacts of strategic initiatives and recommend optimal paths forward
• Deliver clear, compelling recommendations to senior leadership and stakeholders
• Work with internal and external business units to develop analytics, reporting and insights needs using industry analytics and marketing tools.
• Manage and improve data quality, data privacy and security as it pertains to operations. • Train internal and external teams on new tools and methods.
• Create reports, perform deep analysis and provide recommendations based on defined KPIs.
• Identify bottlenecks in workflows (e.g., paralegal support, document review) using data.
• Recommend adjustments to scheduling, workload distribution, or outsourcing strategies.
• Evaluate ROI of technology tools and systems (e.g., AI for doc review) to improve operational efficiencies.
• Audit timekeeping and billing systems for accuracy and policy adherence.
• Develop stronger real-time management capabilities and procedures to strengthen employee training and performance management

MINIMUM QUALIFICATIONS :

• 5+ years of experience in a call center/contact center workforce planning and analytical capacity (legal/professional services preferred).
• A quantitative undergraduate Bachelor’s degree in economics, statistics, technical, finance with a strong preference for candidates holding an MBA or equivalent advanced degree
• Strong analytical foundation, including hands-on experience with large datasets
• Familarity legal practice management software (e.g., Clio, MyCase, Litify), document management systems, and billing tools preferred.
• Expertise in Power BI, Tableau, Excel , Google Analytics, CRM (pivots, VLOOKUPs), and systems
• Proficiency in Windows/Mac environments, Microsoft 365, VPNs, and VoIP systems (RingCentral).
• Strategic thinker with ability to get into the weeds to troubleshoot
• Automation-first, metrics-driven, relentless about documentation and process.
• Change agent comfortable with ambiguity, tight timelines, and high growth.
• Effective communicator that translates analytics data into actionable insights for program owners, marketers, and technical teams
• Very analytical with ability to drill down to the deals to understand the “why”
• Excellent communication and with the ability to influence and collaborate with leaders

Physical Demands and Working Environment

PHYSICAL DEMANDS

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 20 pounds.

WORKING CONDITIONS

Employees work in a traditional office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances.

BENEFITS:

• Firm-paid dental, vision, and life insurance after 60 days of employment
• Medical insurance after 60 days of employment
• 401(k) with 3% matching after one year of employment
• Unlimited vacation policy, contingent on meeting performance goals
• Onsite gym in Costa Mesa headquarters

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