Workforce Management Analyst (On Site) - #9825336

Location

This position is 100% in-office and reports to our facility on site in either of our three offices:

• Syracuse, NY
• Corona, CA
• Henderson, NV
  
  

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.

Salary Range

$25.00/hr - $28.00/hr

Responsibilities

• Responsible for collecting, cleaning, analyzing, and visualizing data from various sources, using Excel and other MS Office programs.
• Create and maintain macros, applications, and automation tools using VBA to improve efficiency and accuracy, communicate findings and recommendations to various stakeholders through dashboards, reports, and presentations.
• Develops hourly, daily, weekly, and monthly reports from our processing platforms and our Workforce Management Software (Alvaria).
• 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 on all processing platforms 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.
  
  

Basic Qualifications

• Bachelor or associate degree in Statistical Analysis, Communications, and/or Management-or a combination of coursework and experience.
• Required, 1+ -years of Workforce Management or Data Analyst experience.
• Working knowledge of C#, Python, Java, VBA
• Ability to manage sensitive situations with extreme professionalism and confidentiality.
• Excellent adherence to schedule and communication skills required.
  
  

Preferred Qualifications

• Previous experience with 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.
  
  

COVID-19 Requirements

• Must be vaccinated: at least 2 doses of Pfizer or Moderna.
  
  

Rapid Response Monitoring Services, Inc. is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

Rapid Response Monitoring Services, Inc. is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact us by phone: 833.205.8900 or by email: [email protected].

For technical support or questions regarding the Recruiting process, please contact us by sending an e-mail to [email protected]. We are a company that participates in e-verify. For more information, see https://www.e-verify.gov/about-e-verify/what-is-e-verify.