Real Time Analyst (WFM)

Job Description

Job Description

The Real Time Analyst (WFM) monitors, analyzes, and modifies real-time alarm and call volume to minimize delays and optimize daily operations performance. You will make quick and informed decisions while committed to maintaining the highest levels of accuracy and efficiency. Work collaboratively with Operations and Workforce management to steer towards operational effectiveness and efficiency, making decisions in real time to maintain flow of alarms and calls to improve service levels and performance, ensuring best possible results. You would be a key player in analyzing call and alarm volume, agent adherence, and workforce distribution; using analytical expertise and strong detail and sense of urgency.

Location

• Syracuse, NY Office

Salary Range

• $26-32 hourly

Responsibilities

• Closely monitor all Operational alarm and call traffic, advising potential changes to queues and skillsets that will improve coverage and positively impact overall service levels. Maintaining situational awareness and adaptability is key.
• Work closely with Operations supervisors and managers during shift to ensure communication of necessary changes impacting specialist and other areas of business.
• Manage the fluctuation of staffing shrinkage throughout the shift to ensure stable coverage in all areas of operations.
• Closely monitor, log and communicate any service levels at risk or not meeting requirements.
• Closely monitor volume of alarms and calls ensuring max delays remain within acceptable range to ensure business success.
• Take ownership of shift results and their impact on the business while keeping the employees and company’s best interest.
• Analyze and compare forecasted to actual daily data to identify disparities for the purpose of identifying possible issues and developing improvement for future forecast.
• Identify patterns and isolate alarm traffic generated by unforeseen circumstances.
• Use online weather resources to track adverse weather events that could impact alarm and call volume.
• Consult with Operations and Workforce Management to develop solutions to business challenges that impact overall customer service and service levels.

Skills

• Ability to manage sensitive situations with extreme professionalism and confidentiality.
• Excellent adherence to schedule and communication skills required.
• Ability to multitask and perform updates on multiple programs at once.
• Proficiency of the Microsoft 365 (Word, Excel, Outlook, Teams)

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.
• Previous experience with Aspect/Alvaria WFM Suite of products and services.
• Ability to be licensed in all required areas and obtain Department of Defense security clearance.

Working Conditions

• Work is performed onsite in an office environment; business appropriate attire is required.
• Recurring quarterly travel required to the various offices.
• Employees may be subject to some lifting, occasionally 11-25 lbs.

What awaits you at Rapid Response

• Annual salary increases and performance bonuses
• Medical, Dental, Vision, and 401k
• Paid Vacation and Sick Time
• Wellness Program + Wellness DAYS OFF
• Internal advancement opportunities

About Rapid Response

Rapid Response Monitoring is a national leader in the monitoring of alarms and security systems. Designated as an Essential Business by the Department of Homeland Security, we are dedicated to protecting life and property. Founded and headquartered in Syracuse since 1992, with offices in California and Nevada. Our growing organization serves as a critical response center focused on protecting life, residences, and businesses. Whether it’s a kitchen fire, an intruder at a business, a family member experiencing a medical emergency, or preventative non-emergency customer service conversations, our heroes are here to serve every day - 24/7, 365 days a year. Supported by teams of experts in their respective fields, our highly trained specialists are the monitoring backbone for thousands of alarm companies across the country. If you are in search of a unique, rewarding career opportunity in an industry like no other, join #TeamRapid!

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 Rapid Response is an Equal Opportunity Employer.