Role: Manager, Workforce Management Operations
Location:This role will be remote in the continental United States, Alaska, or Hawaii
Reports to: Sr Director of Contact Center Technology, Workforce Management, and Product
Eligibility: Authorization to work for any employer in the United States is required. The Trevor Project will not sponsor a work visa for this role.
Classification: Exempt Full Time
Union Role? No
Starting Salary Range: $75,000 - $90,000
Summary:
This role is responsible for the operational leadership and management of the Workforce Management (WFM) team for our 24/7 US-based chat, text, and phone crisis services and our 24/7 Mexico-based chat and text services. The Manager will ensure effective day-to-day WFM functions, drive tactical improvements, and lead advanced staff planning, precision forecasting, and dynamic scheduling to ensure optimal coverage and seamless crisis support.
Roles and Responsibilities:
Lead, develop, train, coach, and manage a team of direct reports (WFM staff), ensuring team accountability, strategic alignment, and results. Manage the performance of direct reports, clearly communicating goals and priorities, engaging staff in the execution of responsibilities, and creating open channels of communication and feedback while ensuring team members are accountable for achieving outcomes
Develop, implement, and maintain advanced forecasting models (short, medium, and long-term) to accurately predict contact volume across multiple US and Mexico crisis intervention channels (phone, chat, and text).
Oversee scheduling strategies and capacity planning to ensure optimal staffing levels, taking into account shrinkage, training and other operational needs, and service level agreements (SLAs).
Collaborate closely with the Crisis Services Operations Leadership in the US and Mexico to assess historical service performance and identify strategic improvements in forecasting and staffing.
In partnership with CI leadership, Lead scenario planning and "what-if" analyses to proactively adjust staffing models for expected and unexpected peaks in crisis contact volume.
Manage tactical and process improvements within the WFM function.
Maintaining knowledge competency relating to The Trevor Project’s programs, services, and strategic goals, as well as the LGBTQ+ community we serve.
Handle sensitive and confidential matters/ data with the utmost discretion and integrity.
Demonstrate fair, ethical, and equitable business practices.
Learn eagerly, share knowledge appropriately, and improve continuously.
Demonstrate successful planning and problem-solving skills, including multitasking and working well within tight timelines.
Work, communicate, and collaborate effectively with others.
Demonstrate attention to detail and accuracy in all work.
Demonstrate a commitment to fostering and maintaining an environment of inclusion and belonging.
Other relevant duties and responsibilities as assigned.
Minimum Qualifications:
3+ years of experience in a Workforce Management (WFM) role, including forecasting, scheduling, and real-time intraday management within a contact center or crisis services environment.
Extensive experience and proficiency with at least one major WFM software platform (e.g., Genesys Cloud WFM, NiCE inContact WFM, Calabrio, Aspect, Verint).
2+ years of experience leading, developing, coaching, and managing the performance of direct reports.
Proficiency in advanced data analysis using spreadsheet software (e.g., Google Sheets or Microsoft Excel) and/or BI suites (Looker/Tableau, etc).
Experience leading, developing, coaching, and managing the performance of direct reports.
Proficiency in spoken and written English and Spanish (bilingual).
Experience forecasting and scheduling for short-term, part-time, or volunteer staff, including managing highly variable availability, unique attrition patterns, and flexible shift structures.
Prior experience operating within a unionized work environment, including a strong understanding of navigating collective bargaining agreements (CBAs), seniority-based shift bidding, and union-specific scheduling/overtime rules.
Preferred Qualifications
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