Workforce Planning Associate

Summary

Join The Trevor Project as a Workforce Planning Associate and optimize workforce scheduling, forecasting, and reporting for our crisis intervention services in the US and Mexico. This remote role, based in the continental US, Alaska, or Hawaii, requires collaboration with the Director of Contact Center Technology and Workforce Planning to ensure optimal staffing. You will monitor real-time adherence, manage schedules, forecast staffing needs, and generate reports. Evening and weekend shifts are required to support our 24/7 operation. The salary range is $60,000-$65,000 annually.

Requirements

• Strong knowledge and hands-on experience with Genesys Cloud WFM or similar workforce management systems
• Bachelor’s degree in business administration or similar roles OR 2+ years experience in workforce planning, scheduling, or related roles
• Strong analytical skills with the ability to generate and interpret reports
• Solid understanding of forecasting, scheduling, and workforce optimization techniques
• Excellent written and verbal communication skills for interacting with cross-functional teams and leadership
• Strong problem-solving skills to address volume fluctuations, adherence issues, and schedule efficiency challenges
• Ability to effectively resolve scheduling issues, ensuring fair allocation of shifts while maintaining a positive work environment and minimizing disruptions to contact center operations
• Ability to work a flexible schedule, including weekends and evenings as required
• Proficiency in spoken and written English

Responsibilities

• Monitor real-time staff adherence and contact volume to investigate variances, flagging staff performance issues to management, and taking corrective actions as necessary to ensure staffing levels align with actual needs
• Develop and manage efficient schedules that meet business demands while balancing staff availability and operational needs
• Coordinate with the training and volunteer operations teams to manage schedules for counselor role-plays and New Counselor Shifts
• Assist in forecasting staffing needs based on historical data, trends, and projected volume to ensure optimal resource allocation
• Work with leadership to ensure that ad-hoc and organizational meetings are scheduled with adequate coverage
• Generate regular reports and conduct ad-hoc analyses at the direction of the Director of Contact Center Technology, providing actionable insights on performance and staffing effectiveness
• Participate in paid time off (PTO) bidding and planning to ensure that staffing levels are maintained during periods of staff absence
• Help facilitate the shift bidding process, ensuring that all shifts are filled in accordance with business needs in alignment with the shift bidding process and any union requirements
• Work with leadership to approve or deny time-off requests from a staffing perspective, using established procedures taking into account business needs and any union requirements, ensuring that adequate coverage is maintained at all times
• Respond to volume fluctuations by requesting additional shifts, offering time off, or utilizing other established levers to maintain operational stability
• Communicate management decisions relating to staffing and shifts to staff as needed
• Flexibility to work a blend of weekend and evening shifts as needed to support the Crisis Intervention teams
• Other relevant duties and responsibilities as assigned

Preferred Qualifications

Bilingual (Spanish)

Benefits

• Comprehensive health insurance, including plan coverage for various gender affirmation care (and we pay 100% of your employee contribution premiums for medical, dental, vision, AND basic life insurance)
• 403(b) retirement plan with 3% match
• Generous vacation and 13 paid holidays (one of our holidays is Harvey Milk Day!) plus two floating holidays and three half-day Fridays during the summer
• Employee Assistance Program to help with confidential emotional support, work-life solutions, financial solutions, legal assistance, or online support
• In-network mental health office and virtual visits are covered at 100%, and out-of-network visits are covered at an enhanced level
• Remote work from the continental US, Alaska, or Hawaii (we provide the technology, a monthly internet reimbursement, and reimbursement to outfit your work-from-home space!)
• Professional and Learning Development Trainings/Education: including a professional subscription to LinkedIn Learning, providing access to more than 13,000 high-quality on-demand courses
• Online Subscription to Headspace, a digital mindfulness and meditation platform