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The Trevor Project is committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, please complete the form at the link below:
Trevor Candidate Accommodation Request Form
Please only share the accommodation requested and do not share your diagnosis or medical information.
If you are hired and need a reasonable accommodation to perform the essential functions of the job, and/or to receive other benefits and privileges of employment, we will engage in the interactive process once you are hired, but you do not need to share future accommodation needs at this time.
This form is only for accommodation requests for the interview process and we will not respond through this channel to requests for application status or to third party recruiting vendors.
About Trevor
The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ young people. We are a non-profit that provides 24/7 life-saving support via phone, text, and chat. We also operate the world’s largest safe space social networking site for LGBTQ youth, and run innovative research, education, and advocacy programs. We’ve been saving lives every day for over 20 years.
Role: Workforce Planning Manager
Reports to:Workforce Planning, Senior Manager
Location: This role will be remote in the continental US, Alaska, or Hawaii
Hours: Full-time
Salary Range: $75,000-90,000 annually
Level: T4- Manager (Non-Supervisory)
Status: Exempt
Applications must be received by 5pm ET, Monday, August 28, 2023
In the spirit of transparency and open communication, we wanted to share with you that The Trevor Project recently voluntarily recognized The Communications Workers of America (CWA) as the representative of certain employees for collective bargaining purposes. The position for which you are being considered is not part of the bargaining unit because it is confidential, managerial, or supervisory, and you may be responsible for communicating management’s decisions to bargaining unit employees.
Overview of the role
Every day, and in every role, our staff contribute to our critical mission of ending suicide among lesbian, gay, bisexual, transgender, queer & questioning young people, while fostering an inclusive approach our direct work and engagement with Trevor colleagues across the organization while fostering an inclusive approach to your direct work and engagement with Trevor colleagues across the organization, while continually growing our LGBTQ competency and awareness.
The Workforce Planning Manager, reporting to the Workforce Planning Senior Manager, will be responsible for developing and operationalizing forecasting and scheduling policies and protocols for the Clinical Operations vertical.This role will ensure appropriate service levels and productivity levels are maintained by analyzing data and accurately forecasting staffing needs, including creating short-term and long-term forecasts, schedules and production reports and making adjustments and recommendations for optimizing scheduling to maximize service and quality.
Who You Are
- Experienced. Demonstrated knowledge of workforce management programs, with a solid understanding of contact center terminology and functions, contact center Key Performance Indicators (KPIs), including Average Speed to Answer (ASA), After Call Work (ACW), occupancy, availability and productivity.
- Communicator. Demonstrated ability to communicate ideas clearly - both written and verbal - for audiences, both internal and external. Proven skill in distilling complex information into compelling, easily digestible narratives; presents information in a creative and persuasive way.
- Strategic Thinker. Demonstrated success with reviewing and synthesizing quantitative and qualitative data to drive decision-making and problem-solving, unearthing relevant insights and opportunities.
- Focused on service delivery and adaptability. Demonstrated flexibility in the midst of change, being able to successfully juggle multiple deliverables, and adapting to new situations with fresh ideas or innovative approaches.
- Project Management. Demonstrated ability to balance multiple complex projects with competing priorities; communicating status updates on projects thoughtfully and intentionally. Experience building and managing processes to achieve objectives; improves and innovates on processes
- Mission and Culture Aligned: Demonstrates awareness and support for The Trevor Project’s mission and vision: to end suicide and address mental health crises in the LGBTQ youth community, and create a world where all LGBTQ young people see a bright future for themselves.
What You'll Do
- Build, publish and maintain optimized schedules across the Crisis Services team.
- Prepare work volume and staffing forecasts on a daily, weekly, monthly, and annual basis and comparative data on results vs. forecasts.
- Analyzes and tracks call volume and historical trend data to determine expected levels of daily call activity in the future.
- Develops and disseminates accurate forecasts based on analysis and knowledge of the business.
- Creates schedule plans based on targets provided by the Workforce Planning manager.
- Monitor and predict staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts.
- Maintain holiday patterns forecasts to ensure effective coverage for holidays.
- Creates ad hoc reports (including historical data and forecast results) to diagnose performance/productivity issues.
- Collaborate with the Workforce Planning manager & stakeholders to identify system enhancement opportunities and recommend appropriate solutions.
- Provides on-going communication to Workforce Planning Manager, leaders and stakeholders.
Why Trevor?
- A career that truly makes a difference in the lives of LGBTQ young people–every single day
- Comprehensive health insurance, including coverage for various gender affirmation surgeries (and we pay 100% of your premiums for medical, dental, vision AND basic life insurance)
- Flexible Spending Accounts
- Employee Assistance Program to help with confidential emotional support, work life solutions, financial solutions, legal assistance, or online support
- Generous vacation and 12 paid holidays (one of our holidays is Harvey Milk Day!) plus two floating holidays , and three half-day Fridays during the summer
- Pet insurance
- Remote work from the continental US, Alaska, or Hawaii (we provide the technology, a monthly internet reimbursement, and a 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
The Trevor Project provides equal employment opportunities (EEO) to all employees and qualified applicants for employment without regard to race, color, religion, gender, gender identity or expression, ancestry, sexual orientation, national origin, age, handicap, disability, marital status, or status as a veteran. The Trevor Project complies with all applicable laws.
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