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Workforce Management Analyst

Company: Rapid Response Monitoring
Location: Syracuse
Posted on: June 24, 2022

Job Description:

This is an on-site position which reports to our facility in Syracuse, NY, Corona, CA or Henderson, NV
COVID-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/Moderna

About Us
Rapid 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 Summary
The 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.

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 day

Additional Information
Rapid 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 EOE, including disability/veterans.

INDRR4 PI183016275

Keywords: Rapid Response Monitoring, Syracuse , Workforce Management Analyst, Executive , Syracuse, New York

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