Supervisor, Workforce Management

<p><strong>Personal, compassionate service is what we're known for at NJM. We seek the best and brightest to help our customers when they need us most. As part of the NJM team, you'll not only enjoy some of the best benefits in the industry, you'll also be joining a company that's committed to professional development, diversity and innovative thinking.</strong></p>

West Trenton, NJ

NJM Insurance Group

<strong>Insurance is our business. Service is our passion. That's what sets us apart in an industry whose most important job is to be there for people when they need us most. Our commitment to customer satisfaction is repeatedly recognized by leading, independent consumer publications, which rate us as providing among the best service in the country. Founded by customers for customers, at our core, we&rsquo;re simply people devoted to helping people.<br /><br />The last thing you need after you file a claim is a long wait for answers. Rest assured in knowing that NJM is repeatedly recognized for outstanding claim satisfaction in leading consumer surveys, the results of which are based entirely on customer feedback. We also performed well in a consumer report from the New Jersey Department of Banking and Insurance.<br /></strong>

keywords: analysis,recruiting,analysis,management,forecast,communication,support,research,experience,degree,communication,reporting


Terrific Benefits Plan

Overview: <span style="display: inline !important; float: none; font-family: Roboto; font-size: 14px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">Analyze historical call volume and staffing patterns and create a future forecast to ensure organizational goals are met. Evaluate forecasting and staff planning in collaboration with Call Center management team. Audit forecast models and schedules prepared by WFM team and make recommendations for improvement. Exercise sound judgment when identifying staffing requirements and implementing procedural changes, while ensuring compliance with company policies and procedures.</span>
Responsibilities: <ul> <li>Prepare daily/weekly/monthly reports and distribute to the Call Center management team. Create and maintain capacity model to give recommendations for long term staffing needs. Analyze proposals from WFM analysts&rsquo; related to staffing needs. Provide clear communication of the forecasted workload, changes, assumptions and inputs, along with solutions-oriented support for the team. Escalate discrepancies in data to management with recommendations for action.</li> <li>Provide direction on daily tasks to the Workforce Management Team. Work with WFM Supervisor to coach and develop WFM analysts, as well as manage and distribute work items. Assist with Real-Time and Intra-Day activities to ensure operational goals are met. Respond to changes in projected call volumes in a timely and accurate manner to ensure proper staffing levels are maintained.</li> <li>Work with the Call Center management team on initiatives to support new business growth and overall operations. While overseeing forecasts and plans, measure performance, identify opportunities and make recommendations to best achieve KPI metrics for the Call Center representatives. Research and recommend performance and efficiency improvement processes and changes. Develop partnerships with key stakeholders to validate weekly and monthly call volume forecast assumptions based on historical data, and stay informed regarding Call Center initiatives.</li> </ul>
Requirements: <ul> <li>A minimum of&nbsp;5-years of experience in Workforce Management.</li> <li>Bachelor's Degree strongly preferred.</li> <li>Prior experience with workforce management tools required. IEX experience strongly preferred.</li> <li>CMS Reporting experience required.</li> <li>Excellent communication, interpersonal and analytical skills required.</li> <li>Proficient skills with MS Office required (Excel, Word and&nbsp;Outlook)</li> <li>3 years of prior leadership/supervisory experience required.</li> <li>Prior experience in the insurance industry helpful.</li> </ul>