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Manager, Workforce Management Operations

1 day, 13 hours ago
United States
Full-time
Senior
Operations Manager
Data Science and Analytics
Looker Tableau
Apply Now
The Trevor Project

The Trevor Project

The Trevor Project is a leading national organization that provides lifesaving and life affirming services to LGBTQ+ youth. They offer crisis intervention and suicide prevention through various platforms such as the Trevor Lifeline, TrevorChat, TrevorT...

Diversified Consumer Services
251-1K
Founded 1998
View All Jobs 7

Description

  • Lead, develop, train, coach, and manage the workforce management team and its direct reports.
  • Develop, implement, and maintain forecasting models to predict contact volume across crisis service channels.
  • Oversee scheduling strategies and capacity planning to maintain optimal staffing levels and SLA coverage.
  • Collaborate with crisis services leadership in the U.S. and Mexico to review performance and improve forecasting and staffing.
  • Lead scenario planning and what-if analyses to adjust staffing for expected and unexpected volume spikes.
  • Manage tactical and process improvements within the workforce management function.
  • Maintain knowledge of the organization’s programs, services, strategic goals, and the LGBTQ+ community served.
  • Handle sensitive and confidential data with discretion and integrity.
  • Support an inclusive, collaborative, and accountable team environment.

Requirements

  • 3+ years of experience in a workforce management role, including forecasting, scheduling, and real-time intraday management in a contact center or crisis services environment.
  • Extensive experience with at least one major WFM software 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 or Microsoft Excel and/or BI tools such as Looker or Tableau.
  • Proficiency in spoken and written English and Spanish (bilingual).
  • Experience forecasting and scheduling for short-term, part-time, or volunteer staff is preferred.
  • Experience working in a unionized environment, including collective bargaining agreements, seniority-based shift bidding, and union-specific scheduling/overtime rules, is preferred.
  • Authorization to work for any employer in the United States is required; visa sponsorship is not available.
  • Remote work eligibility in the continental United States, Alaska, or Hawaii.

Benefits

  • Starting salary range of $75,000 to $90,000.
  • Comprehensive health coverage, including plans supporting gender affirmation care needs.
  • Mental health resources with virtual care and in-network/out-of-network support options.
  • 403(b) retirement plan with a 3% employer match and three-year vesting.
  • Generous paid time off and company holidays.
  • Employee Assistance Program with emotional support, work-life solutions, and financial/legal guidance.
  • Remote work flexibility with provided technology, home office setup reimbursement, and monthly internet reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

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