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Victim Services Workforce Manager

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Published 17 days ago

The Victim Services Workforce Manager will analyze, review, and produce schedules and forecast data for operational and business planning. The VS Workforce Manager will gather volume forecast inputs from the hotline, analyze trends and seasonality, and maintain weekly and monthly forecasts. The volume forecast will be the driver of the operational plan for the hotline.

 RAINN is the largest national anti-sexual violence organization. RAINN created and operates the National Sexual Assault Hotline (NSAH), a 24/7 confidential sexual assault crisis support hotline (available in English and Spanish), in partnership with more than 1,000 local sexual assault service providers across the country. RAINN also operates the Safe Helpline (SHL), the Department of Defense's (DoD) 24/7 confidential and anonymous hotline for members of the DoD community affected by sexual assault. The hotlines provide service via telephone, one-on-one chat, and facilitated peer chat. The NSAH also provides hotline support services for more than two dozen other organizations.

 Essential Duties and Responsibilities:

●     Develop a workforce analysis methodology that can be integrated into ongoing operations across the NSAH and SHL.

●     Produce accurate volume and workload forecasts to support the development of monthly and weekly shift schedules.

●     Produce schedules based on hotline needs for the NSAH and SHL.

●     Develop a consistent scheduling methodology to reduce staffing gaps and real time changes.

●     Produce monthly staffing and recruitment recommendations anticipating staff shrinkage and attrition rates.

●     Recommend current and future staffing needs based on analysis of hotline volume, staffing levels (paid and volunteer), and shrinkage.

●     In collaboration with NSAH and SHL program management evaluate and make recommendations to improve hotline strategies, policies, and procedures.

●     Liaise across RAINN departments to gather information on potential future volume and technology impacts.

●     Prepare hotline performance reports by collecting, analyzing, and summarizing data and trends.

●     All other duties as assigned.

 Position Specifications/Requirements

●     Bachelor’s degree in Business Administration, Finance, Economics, or a related field, graduate degree is a plus.

●     3+ years of workforce planning or forecasting experience in a call center environment.

●     3+ years of experience in business / finance analysis.

●     High proficiency with PC based software programs and automated database management systems (Excel and PowerPoint).

●     Experience at having utilized a workforce management tool (i.e. Totalview IEX, Aspect eWFM, Blue Pumpkin).

●     Experience creating or managing a scheduling tool for 100+ staff providing a variety of services (examples include: calls, online chat, texting, etc.).

●     Ability to communicate analysis including trends and opportunities to the business in writing and verbally.

●     Ability to problem solve including multiple priorities and research conflicting and/or incomplete data.

●     Ability to be flexible and take creative approaches to scheduling, as needed.

●     Resiliently positive and energetic attitude, with the ability to successfully work on a team and independently.

●     Demonstrated interest in working for an organization addressing sexual violence.

●     Must be comfortable discussing issues surrounding sexual violence;

●     Must be 18 years of age or older.

●     Must complete and pass a criminal background check (administered by RAINN).

When you work for RAINN, you're joining a team of experts and professionals who stand up for survivors of sexual violence every day. Your job is important--and so are you! RAINN will not discriminate against any employee or applicant for employment because of race, color, creed, religion, national origin, gender, sexual orientation, age, gender, identity, genetic information, disability or protected veteran status. RAINN is committed to maximizing the diversity of its organization and depends on a diverse staff to carry out its mission, and encourages all candidates to apply.

The Victim Services Workforce Manager will analyze, review, and produce schedules and forecast data for operational and business planning. The VS Workforce Manager will gather volume forecast inputs from the hotline, analyze trends and…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Start Date
    December 13, 2021
  • Education
    4-Year Degree Required
  • Professional Level
    Professional
Salary
See below
Contingent Upon Experience

Benefits

Health/Dental/Vision; Life; AD&D; LTD/STD; paid vacation, paid sick time; paid holidays; 403(b)7; free on-site gym.

Health/Dental/Vision; Life; AD&D; LTD/STD; paid vacation, paid sick time; paid holidays; 403(b)7; free on-site gym.

Location

Temporarily Remote
Work must be performed in or near Washington, DC
Associated Location
1220 L St, NW, Washington, DC 20005, United States
Suite 505

Apply to This Job

Instructions:

To Apply: Submit Resume and Cover letter to Victim Services at https://rainn.applicantpro.com/jobs/ Incomplete applications will not be considered. Please no phone calls.

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