MX based - Sr. Global Workforce Planning Associate

2 hours, 20 minutes ago
Full-time
Senior
Data Science and Analytics
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

Description

  • Monitor real-time adherence and volume, investigate variances, and take corrective staffing actions.
  • Develop forecasts and schedules based on historical data, projected demand, employee availability, and operational requirements.
  • Manage PTO planning, shift bidding, time-off approvals, and coverage adjustments.
  • Coordinate counselor role-play and new-counselor shift schedules with training and volunteer operations teams.
  • Conduct what-if analyses, ad hoc analyses, and performance reporting to provide actionable recommendations.
  • Analyze contact interactions, team performance, trends, and MCC funnel data to identify improvement opportunities.
  • Partner with leadership to implement operational solutions and update policies and procedures.
  • Mentor workforce management staff and educate Crisis Intervention leaders on WFM best practices.
  • Work flexible weekend and evening shifts as needed.

Requirements

  • Hands-on experience with Genesys Cloud WFM or similar workforce management systems.
  • Bachelor’s degree in business administration or a related field, or 4+ years of workforce planning, scheduling, or related experience.
  • Experience in contact centers or online support services.
  • Knowledge of forecasting, scheduling, and workforce optimization techniques.
  • Strong analytical, reporting, problem-solving, and data interpretation skills.
  • Knowledge of data privacy regulations and security practices.
  • Excellent written and verbal communication skills for cross-functional and leadership collaboration.
  • Bilingual English and Spanish proficiency, both spoken and written.
  • Availability to work flexible schedules, including weekends and evenings.

Benefits

  • Mission-driven work supporting LGBTQ+ young people.
  • Equal employment opportunity protections under applicable law.

Interested in this position?

Apply directly on the company website

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