Manager, Workforce Management Operations

🕒 August 11

🇺🇸 United States – Remote

💵 $75k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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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

• Lead, develop, train, coach, and manage a team of Workforce Management staff, ensuring accountability, strategic alignment, and results • Manage direct-report performance by communicating goals and priorities, engaging staff in execution, and creating open communication and feedback channels • Develop, implement, and maintain short-, medium-, and long-term forecasting models for contact volume across US and Mexico crisis-intervention channels • Oversee scheduling strategies and capacity planning, accounting for shrinkage, training, operational needs, and service-level agreements • Collaborate with Crisis Services Operations Leadership in the US and Mexico to assess historical service performance and identify improvements in forecasting and staffing • Lead scenario planning and “what-if” analyses to adjust staffing models for expected and unexpected peaks in crisis contact volume • Manage tactical and process improvements within the WFM function • Maintain knowledge of The Trevor Project’s programs, services, strategic goals, and the LGBTQ+ community served • Handle sensitive and confidential matters and data with discretion and integrity • Perform planning, problem-solving, multitasking, collaboration, and other assigned duties

🎯 Requirements

• 3+ years of Workforce Management experience, including forecasting, scheduling, and real-time intraday management in a contact center or crisis services environment • Extensive proficiency with at least one major WFM platform, such as Genesys Cloud WFM, NiCE inContact WFM, Calabrio, Aspect, or Verint • 2+ years of experience leading, developing, coaching, and managing direct reports • Proficiency in advanced data analysis using Google Sheets, Microsoft Excel, and/or BI suites such as Looker or Tableau • Proficiency in spoken and written English and Spanish (bilingual) • Authorization to work for any employer in the United States • Preferred: experience forecasting and scheduling short-term, part-time, or volunteer staff • Preferred: experience in a unionized work environment, including collective bargaining agreements, seniority-based shift bidding, and union scheduling/overtime rules

🏖️ Benefits

• Comprehensive health coverage, including plans that support various gender affirmation care needs • Mental health resources, with access to virtual care and a variety of in and out of network options for support • 403(b) retirement plan with a 3% employer match, vesting over three years • Generous paid time off and company holidays • Employee Assistance Program (EAP) offering confidential emotional support, work-life solutions, financial and legal guidance, and online resources • Remote work flexibility • Provided technology • Home office setup reimbursement • Monthly internet reimbursement