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  • Job Title
  • Manager -Workforce Planning/Performance Analyst
  • Location
  • Corona
  • Job Number
  • 144744
  • State
  • California
  • Job Class
  • Full Time
  • Category
  • Marketing/Customer Service
Job Description
Growing company has immediate opening for Manager of Workforce Planning & Performance. This position can be based out of the office located in Corona, CA or in Henderson, NV. Will be working in the office daily. No remote or hybrid work.

Provides Workforce Management support and monitoring for the entire organization. Analyzes calls, including 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 the application of scheduling systems, including policy and procedures, operating structure, and information flow. Recommend operational improvements as needed.


  • Manage frequent and consistent organizational initiatives with great urgency to help support and enhance efficiency and growth.
  • 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
  • Monitor and maintain the Payroll Software (KRONOS) automated connection and process.
  • 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 Aspect/Alvaria system for skill-based routing, forecasting, and scheduling.
  • Day-to-day management and monitoring of all Aspect/Alvaria platforms.


  • COVID-19 Requirements-Must be vaccinated: at least 2 doses of Pfizer or Moderna (initial vaccine only, not the boosters).

  • BS Degree or a combination of college classes and experience.
  • 4+years of Workforce Management experience are a must.
  • Ability to handle sensitive situations with extreme professionalism and confidentiality.
  • Excellent time management and communication skills required.
  • Many of our positions require an extra level of screening to obtain a Department of Defense security clearance
  • We pride ourselves in being a drug-free workplace


  • Previous experience with Aspect/Alvaria WFM
  • MS Office suite (Word, Excel, PowerPoint)
  • VBA (Visual Basic for Applications) experience preferred.
  • SQL (Structured Query Language) experience preferred.

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