Manager, Workforce Management Operations
New
T
The Trevor ProjectNon-profit / Crisis Services
Remote in the continental United States, Alaska, or HawaiiFull-TimeManager
Salary75,000 - 90,000 USD per year
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Job Details
- Languages
- English and Spanish
- Experience
- 3+ years
- Required Skills
- Data AnalysisMicrosoft ExcelGoogle Sheets
Requirements
- 3+ years of experience in a Workforce Management (WFM) role, including forecasting, scheduling, and real-time intraday management.
- 2+ years of experience leading, developing, coaching, and managing the performance of direct reports.
- Extensive experience and proficiency with at least one major WFM software platform (e.g., Genesys Cloud WFM, NICE inContact WFM, Calabrio, Aspect, Verint).
- Proficiency in advanced data analysis using Google Sheets, Microsoft Excel, or BI suites (Looker, Tableau).
- Bilingual proficiency in spoken and written English and Spanish.
- Demonstrated planning, problem-solving, multitasking, and organizational skills.
- Ability to handle sensitive and confidential data with discretion and integrity.
- Experience with volunteer or part-time staff scheduling is a plus.
- Prior experience operating within a unionized work environment is a plus.
Responsibilities
- Lead, develop, train, coach, and manage a team of WFM direct reports, ensuring team accountability and strategic alignment.
- Develop, implement, and maintain advanced short, medium, and long-term forecasting models for contact volume across US and Mexico channels.
- Oversee scheduling strategies and capacity planning to ensure optimal staffing levels and adherence to service level agreements.
- Collaborate with Crisis Services Operations Leadership to assess historical performance and identify strategic improvements.
- Lead scenario planning and what-if analyses to adjust staffing models for expected and unexpected contact volume peaks.
- Manage tactical and process improvements within the WFM function.
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