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. The NSAH provides service via telephone, one-on-one online chat, and facilitated group chat. The NSAH also provides hotline support services for more than two dozen other organizations. The NSAH is made up of nearly 100 full-time and part-time staff and approximately 400 volunteer staff.
The National Sexual Assault Hotline (NSAH) Workforce Manager will analyze, review, and forecast data for operational and business planning. The NSAH Workforce Manager will be a strategic leader in workforce management and advise on a workforce planning strategy for the hotline. They will also gather volume forecast inputs, analyze trends and seasonality, and maintain weekly and... monthly forecasts. The volume forecast will be the driver of the operational plan for the hotline. Hotline traffic can be driven by unexpected news reports and other major events in the media. The Workforce Manager will establish a workforce framework and advise on a workforce planning strategy that can better manage the unpredictable nature of some of the hotline traffic.
This position can be done within the RAINN Washington DC office, or remotely from selected states.
Essential Duties and Responsibilities:
Develop a workforce analysis methodology that can be integrated into ongoing operations across the NSAH.
Provide through leadership on developing a workforce culture within the hotline.
Establish a workforce framework and advise on a workforce planning strategy that can better manage the unpredictable spikes and fluctuations in hotline traffic.
Produce accurate volume and workload forecasts to support the development of monthly and weekly shift schedules.
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 need based on analysis of hotline volume, staffing levels (paid and volunteers), and shrinkage.
In collaboration with NSAH 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
Bachelor's degree in Business Administration, Finance, Economics, or related field, graduate degree is a plus.
4+ 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, Varint - 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 business in writing and verbally.
Ability to communicate analysis includes trends and opportunities to the business in writing and verbally.
Ability to perform solve including multiple priorities and research conflicting and/or inaccurate data.
Resiliently, a positive, and energetic attitude, humble leadership, and good listening skills with the ability to successfully work on a team and independently.
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).
This position is based in Washington, DC. Please note that RAINN staff are currently working remotely during the COVID-19 pandemic.
To Apply: Please submit resume and cover letter at
https://rainn.applicantpro.com/jobs/. Incomplete applications will not be considered. Please no phone calls.
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, 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 qualified candidates to apply