Manager, Workforce Management Operations

About Trevor:

The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people. Trevor offers 24/7 crisis services, connecting highly trained counselors with LGBTQ+ young people whenever they need support. To drive prevention efforts, The Trevor Project also operates robust research, advocacy, education, and peer support programs. We’ve been saving lives every day for over 25 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

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.