The Workforce Management Analyst (WMA) is a critical role within the support team responsible for overseeing the support queue, ensuring adherence to processes, and driving key performance metrics. The WMA ensures that support agents are empowered to focus on resolving tickets efficiently by managing queue flow, maintaining queue hygiene, and delegating tasks as necessary. The WMA acts as a key enabler for the team by identifying bottlenecks, addressing escalations, and balancing immediate support needs with long-term process improvements.
At Everlaw, our mission is to promote justice by illuminating truth. Our company culture is open and democratic and we’re committed to the professional growth of our team members, offering an annual learning and development stipend and regular check-ins with managers regarding career goals. If you’re looking for a place that values passion, integrity, thinking big, and a desire to learn, we’d love to hear from you! Think you’re missing some of the skills and are hesitant to apply? We do not believe in the ‘perfect’ candidate and encourage you to apply if you feel you can bring value to our team.
Getting started
- We want you to feel like part of the team early on! Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, and team structure and goals.
- We’re excited for you to learn, grow, and contribute right away! We trust that you’ll bring experience and knowledge that will uplift and uplevel the team, but we don’t expect you to know everything on Day 1.
In your role, you'll...
- Work closely with the Customer Experience Strategy and Operations team to understand the team KPIs and design plans for organizing resources to meet the baseline objectives
- Develop short-term and medium-term forecasts based on historical ticket volume data, product updates, and seasonal trends
- Create schedules to align with forecasted demand, ensuring adequate coverage for all support channels and time zones
- Provide actionable recommendations to improve forecast accuracy and scheduling efficiency
- Assist with capacity planning to support hiring and training decisions
About you
- You have at least 2 years of experience working in support operations or a related field with legal or eDiscovery experience
- You have a deep understanding of support philosophy and able to fully grasp the reasoning behind support processes and best practices
- You have strong knowledge of resources with an ability to navigate and utilize internal resources and escalate issues appropriately
- You are metrics-driven, demonstrating a strong understanding of key support metrics and their impact on overall team performance
- You have team collaboration & delegation skills with strong communication, working effectively with senior team members to maintain smooth queue operations
- You are tech focused and have a strong commitment to mastering current WFM tools, with a focus on continuously enhancing the tech stack to meet the evolving demands of the team
Benefits
- The expected salary range for this role is between $103,000 - $130,000. The final offered salary will be dependent upon many factors including the candidate’s experience and skills. The base pay range is subject to change in the future.
- Equity program
- 401(k) retirement plan with company matching
- Health, dental, and vision
- Flexible Spending Accounts for health and dependent care expenses
- 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 to help employees prioritize mental health and wellness
- Annual allocation for Learning & Development opportunities and applicable professional membership dues
- Company-sponsored life and disability insurance
- Find out more about our Benefits and Perks
Perks
- Work in Downtown Oakland, just steps from the BART line and dozens of restaurants
- You will get a powerful Linux laptop and be able to customize your desk setup
- Bond over team lunches and out-of-the-box events
- Ranked “#1 on G2 for Ediscovery Software and Momentum” and we offer free eDiscovery resources to benefit the greater societal good with Everlaw for Good
- Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
- Take advantage of learning and career development opportunities
- Ranked #9 on Glassdoor's Best Places to Work 2023 for US small and medium companies
- One of Wealthfront’s 2021 Career Launching Companies, and ranked #2 on the “2022 Bay Area Best Places to Work” list by the San Francisco Business Times and the Silicon Valley Business Journal
- One of Fast Company’s World's Most Innovative Companies for 2022 and proud contributor of free ediscovery resources to benefit the greater good through “Everlaw for Good”
- #LI-DS1
- #LI-Hybrid
Pursue Truth While Finding Yours
At Everlaw, we are deeply invested in pursuing the truth, for our clients and for our employees. We know that when you’re empowered to pursue your passions, it is reflected in the work. That’s why we’re committed to the professional growth of all our team members, offering an annual learning and development stipend and regular career check-ins with managers. If you’re looking for a place that values passion, integrity, and a desire to learn, we’d love to hear from you!
About Everlaw
We help law firms, government agencies, and corporations sift through millions of documents of evidence in big lawsuits and investigations to find the proverbial smoking gun (or needle in the haystack -- pick your metaphor). It's a multi-billion dollar space typically dominated by service-oriented vendors, and we're coming at it with cutting-edge technology and elegant design. It's working, and we've been growing very rapidly: we host hundreds of terabytes of data and work with all 50 state Attorneys General and hundreds of law firms on some of the most high-profile cases litigated today.
Everlaw is an equal opportunity employer. We pride ourselves on having a diverse workforce and we do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We respect the gender, gender identity and gender expression of our applicants and employees, and we honor requests for pronouns. It is our policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity, including the California Equal Pay Act. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Top Skills
What We Do
Everlaw is a collaborative, cloud-based litigation platform for corporate counsels, litigators and government attorneys that enables teams to discover, illuminate, and act on information to better drive internal investigations and positively impact the outcome of litigation. Unlike slow, unwieldy, client-server software and expensive third-party service providers, only Everlaw combines speed, security, and ease-of-use into a unified, comprehensive solution that unlocks the collaborative power of teams and enables them to investigate issues more thoroughly, uncover truth more quickly, and present their findings more clearly.
