Senior Global Workforce Planning Associate

🔥 12 hours ago

🇲🇽 Mexico – Remote

💵 $40k - $50k / month

⏰ Full Time

🟠 Senior

✨ Associate

👻 Ghost score 0%

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The Trevor Project

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1998

🏥 Healthcare

💼 Consulting

🤲 Charity

Healthcare • Consulting • Charity

The Trevor Project is the leading suicide prevention and crisis intervention nonprofit organization for LGBTQ+ young people, providing counseling support 24/7. They offer a range of services including crisis support, advocacy, research, peer support, and public education to promote the well-being of young LGBTQ+ individuals. The organization conducts research to inform policymakers, supports an international community through TrevorSpace, and educates allies and educators about the needs of LGBTQ+ youth. The Trevor Project engages with the community through partnerships, volunteer opportunities, and fundraising initiatives, aiming to create a supportive environment for LGBTQ+ young people everywhere.

📋 Description

• Optimize workforce scheduling, forecasting, intraday monitoring, and reporting for the Crisis Intervention vertical in the US and Mexico. • Monitor real-time adherence and volume, investigate variances, and take corrective actions. • Develop and manage schedules balancing business demands, employee availability, and operational needs. • Coordinate counselor role-play and New Counselor Shift schedules with training and volunteer operations teams. • Develop and manage staff forecasts using historical data, trends, and projected volume. • Generate regular reports and conduct ad-hoc analyses providing actionable staffing insights. • Manage long-term PTO bidding and planning. • Manage the shift bidding process. • Partner with leadership on staffing-based time-off approvals and denials. • Respond to volume fluctuations by requesting additional shifts, offering time off, or using established operational levers. • Work a blend of weekend and evening shifts as needed. • Conduct “what-if” scheduling analyses. • Mentor and assist other WFM staff. • Educate Crisis Intervention leadership on WFM best practices. • Identify patterns and improvement opportunities and collaborate on implementing solutions. • Participate in policy and procedure reviews and updates. • Collect, process, and analyze contact interaction, team performance, and support-platform trend data, including MCC funnel and performance information. • Create reports and presentations with data-driven recommendations.

🎯 Requirements

• Strong knowledge and hands-on experience with Genesys Cloud WFM or similar workforce management systems. • Bachelor’s degree in business administration or similar role OR 4+ years experience in workforce planning, scheduling, or related roles. • Previous experience in contact centers or online support services. • Strong analytical skills with the ability to generate and interpret reports. • Knowledge of data privacy regulations and security. • Solid understanding of forecasting, scheduling, and workforce optimization techniques. • Excellent written and verbal communication skills for interacting with cross-functional teams and leadership. • Strong problem-solving skills to address volume fluctuations, adherence issues, and schedule efficiency challenges. • Ability to work a flexible schedule, including weekends and evenings as required. • Bilingual- English and Spanish, both spoken and written.

🏖️ Benefits

• Comprehensive health coverage and Life insurance • Mental health resources, with access to virtual care and a variety of in and out of network options for support • Generous paid time off and company holidays to rest and recharge • Remote work flexibility from anywhere in México • Provided technology • Home office setup stipend • Anual internet stipend