• 28-Oct-2019 (EST)
  • NSAH Salaried
  • USA
  • Contingent Upon Experience
  • Salary
  • Full Time

The National Sexual Assault Hotline (NSAH) Workforce Manager will analyze, review, and forecast data for operational and business planning. The NSAH 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, 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 chat, and facilitated peer chat. The NSAH also provides hotline support services for more than two dozen other organizations. RAINN also carries out programs to prevent sexual violence, help survivors, and ensure that perpetrators are brought to justice.

Essential Duties and Responsibilities

  • Develop a workforce analysis methodology that can be integrated into ongoing operations across the NSAH.
  • 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 needs based on analysis of hotline volume, staffing levels (paid and volunteer), 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.

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 inaccurate data.
  • Resiliently positive and energetic attitude, 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).

Physical Activities

The following physical activities described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations:

  • Must be able to travel via air and train 10% of the time
  • Must be able to remain in a stationary position 80% of the time;
  • The person in this position needs to occasionally move about inside the office to access file cabinets, office equipment, etc.
  • Must be able to operate a computer (typing 35-45 wpm with accuracy) and other office productivity machinery (e.g., copier and fax machine);
  • Must have vision correctable to a level where individual can operate a computer; visualize text on a computer monitor.

Environmental  Conditions

There are no harmful environmental conditions that are present for this position. The noise level in the work environment is usually moderate.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of the essential functions, responsibilities and/or requirements. 

TO APPLY: Submit resume and cover letter with salary requirements to Hotline Services Manager at: https://rainn.applicantpro.com/jobs/1237166.html   

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, 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 qualified candidates to apply.



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