Workforce Management Analyst

Job Description

Everlaw is seeking a Workforce Management Analyst to join their support team. The WMA will manage the support queue, ensure adherence to processes, and drive key performance metrics. This role also identifies bottlenecks, addresses escalations, and balances immediate support needs with long-term process improvements. Everlaw values passion, integrity, thinking big, and a desire to learn.

• Working closely with the Customer Experience Strategy and Operations team
• Developing short-term and medium-term forecasts
• Creating schedules to align with forecasted demand
• Providing actionable recommendations to improve forecast accuracy and scheduling efficiency
• Assisting with capacity planning to support hiring and training decisions

Requirements:

• At least 2 years of experience working in support operations or a related field with legal or eDiscovery experience
• A deep understanding of support philosophy
• Strong knowledge of resources
• Metrics-driven
• Team collaboration & delegation skills
• Tech focused and a strong commitment to mastering current WFM tools

Benefits:

• Equity program
• 401(k) retirement plan with company matching
• Health, dental, and vision
• Flexible Spending Accounts
• Paid parental leave and approximately 10 days (80 hours) per year of sick leave
• Seventeen paid vacation days plus 11 federal holidays
• Membership to Modern Health
• Annual allocation for Learning & Development
• Company-sponsored life and disability insurance