Workforce Analytics Manager

Job description

At DK Law, we don't just represent our clients.

We stand with them, all the way.

We're modern injury and accident attorneys who go all the way for every client, from every background.

At the heart of our work is a simple but powerful belief: every client's experience matters, and we honor it as if it were our own.

From the very first call to the final resolution, we approach every case with the mindset that it's going the distance.

That same mindset fuels our workplace culture.

We're a team of purpose-driven professionals who care deeply, move fast, and never lose sight of the human side of what we do.

If you're passionate about making an impact, growing with a team that values excellence and empathy, and being part of something bigger, we'd love to meet you.

Equal Opportunity Employer Statement

The Company is an equal opportunity employer and considers all qualified applicants without regard to any characteristic protected under applicable federal, state, and/or local law or ordinance, including, without limitation, race, color, religion, creed, sex, gender, gender identity, gender expression, pregnancy, childbirth, breastfeeding or related medical conditions, marital status, registered domestic partner status, family-care status, veteran status, military status, age, national origin or ancestry, physical or mental disability, medical condition, genetic information, or sexual orientation.

Why DK Law?

This is a full-time, in-office opportunity at our Costa Mesa HQ, and we're proud to offer top-tier benefits and a work culture that supports your growth:

• Firm-paid medical, dental, vision, and life insurance after 60 days
• 401(k) with 3% company match after 1 year
• 2 weeks of PTO after 90 days
• Access to our state-of-the-art on-site gym
• Career pathing and development opportunities
• A passionate, driven team that actually enjoys working together

Schedule:

• Monday – Friday
• 8-hour shift
• 100% in-office

The Role

The Workforce Analytics Manager will transform workforce data into actionable insights

to drive operational efficiency enterprise-wide, staffing decisions, productivity

improvements, and improve contact center operations.

This role partners Department

Leaders to analyze trends, forecast staffing needs, and ensure optimal resource

allocation across cases and departments.

Blending team leadership, process

improvement, and hands-on customer engagement, the Workforce Analytics Manager

drives service excellence and strengthens customer loyalty across all touchpoints.

What You Will Do

• Develop dashboards and reports to track staff productivity, caseload efficiency, and staff utilization.
• Analyze intake calls, case pipeline, lifecycle data, and staffing ratios to identify inefficiencies.
• Monitor attrition, hiring trends, and diversity 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 teams to pilot and evaluate tools that enhance the customer and associate 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-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.
• Create reports, perform deep analysis and provide recommendations based on defined KPIs.
• Model scenarios (e.g., hiring surges, practice area expansions) to guide leadership decisions.
• Identify bottlenecks in workflows (e.g., paralegal support, document review, case review, etc) using data.
• Recommend adjustments to scheduling, workload distribution, or outsourcing strategies.
• Audit timekeeping and billing systems for accuracy and policy adherence.
• Develop presentations, providing training and coaching to ensure high-quality service.
• Monitoring team performance, setting customer service metrics, and analyzing data to inform service improvements.
• Handling complex customer inquiries or complaints that have been escalated from frontline staff.
• Developing and implementing customer service policies and procedures to standardize and improve service delivery.
• Collaborating with other departments to resolve customer issues and improve the overall customer experience.
• Ensuring Intake (customer service) team has the necessary tools, resources, and information to effectively assist clients.

What We're Looking For

• 5+ years of experience in a strategic or analytical capacity (legal/large scale organizations preferred).
• A quantitative undergraduate Bachelor's degree in Business, Finance, etc.
  
  MBA or equivalent advanced degree is preferred
• Minimum 2 years of experience with Workforce Management (WFM) or Workforce Engagement Management (WEM) systems, as well as productivity tracking tools such as eWorkforce, IEX, Time Doctor, or ActivTrak.
• Strong analytical foundation, including hands-on experience with large datasets
• Deep technical fluency across developing dashboards, forecasting models, and KPI tracking systems.
• ERP and or CRM Experience -legal practice management software preferred (e.g., Litify, CasePeer), document management systems, Rippling, Netsuite, Salesforce.• Expertise in Power BI, Tableau, Excel , Google Analytics, CRM (pivots,VLOOKUPs), and systems
• Proficiency in Windows/Mac environments, Microsoft 365, VPNs, and VoIP systems.
• 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 insight
• Proven success in training teams
• Excellent communication, organizational, and problem-solving skills

PI64e7e327bb04-30511-38680222

Required Skill Profession

Operations Specialties Managers