Workforce Planning Associate

About Trevor:

The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people. Our non-profit 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.

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 by embodying our values:

Heart–We care deeply and commit to do what matters

Integrity–We build trust through our words and actions

Community-Together, we are an unstoppable force for good

Belonging-We serve as allies to the mission, and to each other

Progress-We continually move onward and upward

Applicants and staff must be authorized to work for any employer in the United States.  The Trevor Project will not sponsor an employment visa for this position.

Role: Workforce Planning Associate

Location: This role will be remote in the continental United States, Alaska, or Hawaii

Reports to: Director of Contact Center Technology and Workforce Planning 

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

Salary Range: $60,000-$65,000 annually

Summary: 

The Workforce Planning Associate is responsible for optimizing workforce scheduling, forecasting, intraday monitoring, and reporting for the Crisis Intervention vertical in the US and Mexico. This role collaborates with the Director of Contact Center Technology and Workforce Planning to ensure that staffing levels are aligned with operational demands. This associate plays a critical role in managing real-time adherence, volume fluctuations, and scheduling efficiencies. This role will work a combination of evening and rotating weekend shifts in order to best support our 24/7 crisis center.

• 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.

• 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
• Bilingual (Spanish) preferred

Why Trevor?

A career that truly makes a difference in the lives of LGBTQ young people–every single day

Outstanding benefits, including:

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

The Trevor Project provides equal employment opportunities (EEO) to all employees and qualified applicants for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law or policy. The Trevor Project complies with all applicable laws regarding equal opportunity in employment.

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 submit a request here.  Please do not disclose medical information in this form–this information will be viewed only by our benefits team and will remain secure. This form is only for those requiring a reasonable accommodation to participate in the job application or interview process. This form is not an application - you must still apply through The Trevor Project careers website.