29 days old

Workforce Manager

Rapid Response Monitoring
Syracuse, NY 13201
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This is an on-site position which reports to our facility in Syracuse, NY.

Job Description

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 Manager Role Summary

This is an on-site position and, while working from our office in Syracuse, NY, 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.


  • 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.

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.

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.

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: disabilityaccommodations@rrms.com.

For technical support or questions regarding the Recruiting process, please contact us by sending an e-mail to jobs@rrms.com. 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.


Posted: 2021-12-24 Expires: 2022-01-25

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Workforce Manager

Rapid Response Monitoring
Syracuse, NY 13201

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