Manager, Workforce Management Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, develop, train, coach, and supervise a team of Workforce Management personnel, ensuring accountability, strategic alignment, and achievement of results.

• Oversee the performance of direct reports by communicating objectives and priorities, engaging staff in executing plans, and establishing open channels for communication and feedback.

• Create, implement, and sustain forecasting models for contact volume over short, medium, and long-term periods across crisis-intervention channels in the US and Mexico.

• Supervise scheduling strategies and capacity planning, taking into account shrinkage, training, operational requirements, and service-level agreements.

• Collaborate with Crisis Services Operations Leadership in the US and Mexico to evaluate historical service performance and pinpoint areas for improvement in forecasting and staffing.

• Direct scenario planning and "what-if" analyses to modify staffing models in response to anticipated and unexpected surges in crisis contact volume.

• Oversee tactical and process enhancements within the Workforce Management function.

• Maintain a comprehensive understanding of The Trevor Project’s programs, services, strategic objectives, and the LGBTQ+ community served.

• Handle sensitive and confidential information with discretion and integrity.

• Engage in planning, problem-solving, multitasking, collaboration, and other assigned responsibilities.

⛳️ Requirements

• Over 3 years of experience in Workforce Management, encompassing forecasting, scheduling, and real-time intraday management in a contact center or crisis services setting.

• Extensive expertise with at least one major WFM platform, such as Genesys Cloud WFM, NiCE inContact WFM, Calabrio, Aspect, or Verint.

• More than 2 years of experience in leading, developing, coaching, and managing direct reports.

• Proficient in advanced data analysis using Google Sheets, Microsoft Excel, and/or BI suites such as Looker or Tableau.

• Fluent in both spoken and written English and Spanish (bilingual).

• Authorization to work for any employer in the United States.

• Preferred: experience in forecasting and scheduling short-term, part-time, or volunteer staff.

• Preferred: experience within a unionized work environment, including collective bargaining agreements, seniority-based shift bidding, and union scheduling/overtime regulations.

🏝️ Benefits

• Comprehensive health coverage, including plans that accommodate various gender affirmation care needs.

• Mental health resources, providing access to virtual care and a variety of in-network and out-of-network options for support.

• 403(b) retirement plan featuring a 3% employer match, with vesting over three years.

• Generous paid time off and recognized company holidays.

• Employee Assistance Program (EAP) offering confidential emotional support, work-life solutions, financial and legal guidance, and online resources.

• Flexibility for remote work.

• Technology provided for work purposes.

• Reimbursement for home office setup expenses.

• Monthly reimbursement for internet costs.