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:
ESSENTIAL DUTIES :
MINIMUM QUALIFICATIONS :
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:
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