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Summary:
- Responsible for optimizing workforce scheduling, forecasting, intraday monitoring, and reporting for the Crisis Intervention vertical.
- Collaborates with the Director of Contact Center Technology and CI Director to align staffing with operational demands and drive improvements.
- Acts as a mentor and support to other members of the workforce management team.
Roles and Responsibilities:
- Monitor real-time adherence and volume, taking corrective actions to align staffing with actual needs.
- Develop and manage efficient schedules, coordinate training schedules, and handle PTO bidding and shift bidding.
- Generate reports, conduct what-if analyses, and partner with leadership to implement data-driven solutions.
What you bring with your talent:
- Strong knowledge of Genesys Cloud WFM or similar systems, plus 4+ years experience in workforce planning.
- Bilingual in English and Spanish, with excellent analytical and communication skills.
- Flexibility to work weekends and evenings as needed.
The Trevor Project
The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people, providing 24/7 crisis services and operating research, advocacy, education, and peer support programs. The organization has been saving lives for over 25 years and values heart, integrity, community, belonging, and progress.