Workforce Management Analyst

Company: Rapid Response Monitoring
Location: Corona
Posted on: June 25, 2022

Job Description:

This is an on-site position which reports to our facility in Syracuse, NY, Corona, CA or Henderson, NVCOVID-19 Requirements

• Must be fully vaccinated: 2 doses of Pfizer/Moderna or 1 dose of Johnson & Johnson, 2 weeks prior or more
• Booster shot is required 2 months after Johnson & Johnson or 5 months after second dose of Pfizer/ModernaAbout UsRapid Response Monitoring, located in Syracuse, NY, Corona, CA and Henderson, NV is a national leader in electronic security monitoring and an Essential Business, designated by the Department of Homeland Security, dedicated to protecting life and property. Founded in Syracuse in 1992, we are a critical response center focused on saving lives and protecting homes and businesses. Whether it's a fire at a family home, an armed intruder at a business, a missing vehicle, an evening jogger, or a lone family member having a medical emergency, our heroes are there to help every day. Supported by teams of experts in their respective fields, our 600+ highly trained specialists are the 24/7 backbone for thousands of alarm companies across the country.Workforce Management Analyst Role SummaryThe Workforce Management Analyst assists the team in analyzing all operator handled event trends, including alarm/call volume, alarm/call patterns, staff productivity, and resource allocation. Conducts alarm/call pattern forecasting and schedules planning activities to help meet business objectives and service level expectations. Monitors and/or develops the application of scheduling systems, including policy and procedures, operating structure, and information flow.Responsibilities
  • Develops hourly, daily, weekly, and monthly reports from stagesTM and our Workforce Management Software (Aspect/Alvaria). Presents trend reports to management to assist in organizational development.
  • Administrator of our Workforce Management Software to forecast and produce schedules and show adherence for all agents assigned a schedule.
  • Designs and utilizes reports utilized by the Operations Management Team to monitor, track and access Central Station performance and efficiency.
  • Develops and maintains user profiles for all agents in the central station in stagesTM and Aspect/Alvaria for skill-based routing and scheduling.
  • Provides training documentation for all agents actively using our Workforce Management Software.
  • Assist the Central Station processing alarms when needed.Required Qualifications
    • Bachelor or Associates Degree in Statistical Analysis, Communications, and/or Management-or a combination of coursework and experience.
    • Required, 1+ years of Workforce Management experience.
    • Ability to manage sensitive situations with extreme professionalism and confidentiality.
    • Excellent adherence to schedule and communication skills required.Preferred Qualifications
      • Previous experience with Aspect/Alvaria WFM Suite of products and services.
      • Proficiency of the Microsoft Office suite (Word, Excel, PowerPoint)
      • VBA (Visual Basic for Applications) experience preferred.
      • SQL (Structured Query Language) experience preferred.What awaits you at Rapid Response
        • Annual salary increases and performance bonuses
        • Medical, Dental, Vision, and 401k
        • Paid Sick Time
        • Paid Vacation Time
        • Additional compensation for special skills, particularly: bilingual in Spanish, and completed EMD or EMT certification
        • The opportunity to make an impact on communities across the country every dayAdditional InformationRapid Response offers a competitive compensation and benefits package and dynamic and professional work environments. We also offer continued growth through our internal advancement opportunities. For more information, view our website at https://www.rrms.com/careers/. EOE, including disability/veterans.INDRR4
          
          
          PI183015541

Keywords: Rapid Response Monitoring, Corona , Workforce Management Analyst, Executive , Corona, California