Workforce Coordinator

At Morgan & Morgan the work we do matters. For millions of Americans were their last line of defense against insurance companies large corporations or defective goods. From attorneys in all 50 states to client support staff creative marketing to operations teams every member of our firm has a key role to play in the winning fight for consumer rights. Our over 6000 employees are all united by one mission: For the People.

Summary

Were excited to announce the opening of ournew Las Vegas Case Control Center (CCC)in early October and were looking for a dedicatedWorkforce Coordinatorto join our team on-site.

This role plays a critical part in supporting contact center operations by monitoring real-time call traffic ensuring agent schedule adherence and collaborating with leadership to maintain service level performance..

Schedule

The position will initially follow a 9:30 AM to 6:00 PM PST Monday-Friday schedule to align with opening office hours. Once the site transitions to extended operations the schedule will shift to a 12:30 PM to 9:00 PM PST Monday-Friday schedule to ensure continued coverage and operational support.

Responsibilities

• Monitor real-time contact center volume and agent adherence.
• Drive productivity to meet SLA and KPI goals.
• Coordinate schedule updates skill changes and procedural alerts.
• Track attendance manage call queues and escalate adherence issues.
• Input intraday exceptions (training meetings coaching etc.).
• Facilitate communication across teams and stakeholders.
• Support WFM team with additional tasks as needed.

Qualifications

• 2 years in a contact center; 1 year WFM experience preferred.
• High school diploma or GED.
• Strong communication analytical and Excel skills (pivot tables formulas macros).
• Flexible availability including weekends.
• Proven reliability and team collaboration.
• Familiarity with WFM concepts like staffing scheduling and metrics monitoring.

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Benefits

Morgan & Morgan is a leading personal injury law firm dedicated to protecting the people not the powerful. This success starts with our staff. For full-time employees we offer an excellent benefits package including medical and dental insurance 401(k) plan paid time off and paid holidays.

Equal Opportunity Statement

Morgan & Morgan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

E-Verify

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.

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