Supervisor, Workforce Management - WFM

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.

West Trenton, New Jersey

NJM Insurance Group

<p><strong>Come Grow with Us!</strong></p> <p>&nbsp;</p> <p>For more than a century, our policyholders have trusted us to serve them in their times of need. For just as long, we have supported our employees by providing a competitive compensation package and opportunities for growth. If you are looking to be part of something special and make a difference each day, we invite you to come grow with us. There's never been a better time to join the NJM family.&nbsp;</p> <h3>This isn't just insurance.&nbsp;&nbsp;<strong>It's NJM</strong><strong>.<br /><br /><br /></strong>If you don't see the job you're looking for below, please click <a href=";cws=47" target="_blank" rel="noopener noreferrer">here</a> to create a search agent, or log in to check the status of your previous application.&nbsp;</h3> <h3><em><strong>&nbsp;</strong></em></h3>

keywords: teamwork,leadership,recruiting,analysis,communication,performance,maintain,strategy,research,experience,degree,skills

Full Time

Overview: Located in our corporate office in West Trenton, New Jersey, the successful individual will lead, coach, and develop a team of Workforce Management professionals to drive results. They will evaluate staff planning in collaboration with Contact Center management team. Other duties include auditing schedules prepared by the WFM team and making recommendations for improvement. This individual will exercise sound judgment when identifying staffing requirements and implementing procedural changes, while ensuring compliance with company policies and procedures.
Responsibilities: <ul> <li>Drive real time strategies utilizing the WFM Team that includes skilling, shrinkage utilization, as well as partner with operations to drive representative behaviors especially around call handling. Also, as business needs dictate, perform additional tasks and project related work such as vendor contract analysis, enterprising WFM to all NJM Contact Centers and be the main representation on the WFM Team for new and ongoing Contact Center related initiatives within the company.</li> <li>Work with the Call Center management team on initiatives to support overall operations. While overseeing plans, measure agent 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 Contact Center assumptions based on historical data, and stay informed regarding Contact Center initiatives.</li> <li>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. Create and maintain the process and procedures for various WFM job functions as well as the procedures for initiatives within the Contact Center.</li> <li>Proactively analyze data and make recommendations/decisions based on data regarding real time actions, meeting scheduling, and other offline requests. Communicate with WFM Team and Contact Center Leadership on exceptional events that are anticipated to impact our service metrics and the actions taken to mitigate the impact of these events on key metrics.</li> </ul>
Requirements: <ul> <li>A minimum of&nbsp;5-years of experience in Workforce Management.</li> <li>A minimum of 3-years of supervisory/leadership experience required.</li> <li>Bachelor's Degree required.</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>Prior experience in the insurance industry helpful.</li> </ul>