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Workforce Coordinator

Las Vegas, Nevada, United States

At Morgan & Morgan, the work we do matters. For millions of Americans, we’re 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 6,000 employees are all united by one mission: For the People.

Summary

We’re excited to announce the opening of our new Las Vegas Case Control Center (CCC) in early October, and we’re looking for a dedicated Workforce Coordinator to 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.

#LI-EZ1

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.

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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.

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