This is an on-site position which reports to our facility in either; Syracuse, NY; Corona, CA; or Henderson, NV.

Manager, Workforce Planning and Performance Analytics Job Description

This is an on-site position and, while working in one of our three offices, the Workforce Manager provides Workforce Management support, adherence and monitoring for the entire organization. Analyzes 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. When needed may be required to recommend operational improvements.

Responsibilities

• Manage and lead through frequent and consistent organizational initiatives with great urgency to help support and enhance efficiency and growth.

• Workforce and employee resource management, utilize Workforce Management Software (Aspect/Alvaria) to forecast and produce schedules, monitor shrinkage, manage PTO expectations, trend data and show adherence for all applicable personnel.

• Implement and maintain reporting tools that are used to collect, correlate, and display relevant data to each user role and responsibility within the various applicable departments.

• Interface with the Operations Management Team & Company Leadership; represent Workforce Management Software (Aspect/Alvaria) to the Operational Teams and be an organizational resource as a subject matter expert on Workforce Management policies and best practices.

• Oversee, manage, and develop the Workforce Management Team. Develop and monitor timelines and schedules for reoccurring assignments and tasks, delegate individual responsibilities to each member of the Workforce Management Team, while also providing additional training needed for existing members or the Workforce Management Team and new team members.

• Develops and maintains hourly, daily, weekly, and monthly reports from all Monitoring and Call Management Platforms and Workforce Management Software (Aspect/Alvaria) that assist the Operations Management Team with achieving service level expectations. Presents trend reports to the Operations Management Team to assist in organizational development.

• Develops and maintains user profiles for all applicable operations personnel in the Workforce Management Software (Aspect/Alvaria) for skill-based routing, forecasting, and scheduling.

• Responsible for the day-to-day management and monitoring of all Workforce Management Software (Aspect/Alvaria) platforms.

• Responsible for monitoring and maintaining the Workforce Management Software (Aspect/Alvaria) and Payroll Software (KRONOS) automated connection and process.

What awaits you at Rapid Response

• Annual salary increases and performance bonuses

• Starting salary range - 65K - 80K

• Medical, Dental, Vision, and 401k

• Paid Sick Time

• Paid Vacation Time

• The opportunity to make an impact on communities across the country every day

Basic Qualifications

• Bachelor’s Degree in Statistical Analysis, Communications, and/or Management-or a combination of coursework and experience.

• Required, 4+ -years of Workforce Management experience.

• Ability to manage sensitive situations with extreme professionalism and confidentiality.

• Excellent adherence to schedule and communication skills required.

• Many of our positions require an extra level of screening to obtain Department of Defense security clearance

• Rapid Response prides itself in being a drug-free workplace

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.

COVID-19 Requirements

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

About Us

Founded in Syracuse, NY 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 highly trained specialists are the 24/7 backbone for thousands of alarm companies across the country.

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 https://www.rrms.com/careers/. EOE, including disability/veterans.

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