WFM Real Time Analyst

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: benefits,operations,customer care,analysis,build,compliance,administration,document,experience,diversity,degree,communication,analysis,knowledge

Full Time

Overview: "You work for NJM? That's a great company!" If you're hired at NJM, you'll hear it over and over again from friends, family and neighbors. Why? Because NJM is committed to providing its customers with superior service, and great service goes a long way. Why else is NJM called a great company? Because our employees enjoy working here, are appreciated, and are provided with a terrific benefits plan. Employees who are hired at NJM often stay at NJM &ndash; many for the duration of their careers. At NJM Insurance Group, a top-rated insurance company, our Personal Lines department is currently interviewing for a Real Time Analyst at our West Trenton contact center. <br /><br />The Real Time Analyst is responsible for the real-time monitoring of queues, ensuring the correct number of agents are available to answer forecasted volume of incoming calls across all queues and intervals within the contact center environment. They will be accountable for monitoring critical business operations and performance indicators at an interval level in real-time. The official NJM job title is Real Time Scheduling Analyst.
Responsibilities: Job Responsibilities: <br /> <ul> <li>Monitor intra-day volumes to ensure compliance to business needs and make real time forecasting and scheduling decisions to ensure the contact center goals are met.</li> <li>Identify trends and potential risks that may arise throughout the day; partner with your team and the contact center leadership team to implement mitigation strategies.</li> <li>Administers volume contingency action plans when deemed necessary.</li> <li>Assess and improve efficiency within the department regarding call types, scheduled adherence and quality assurance levels.</li> <li>Manage WFM mailbox and update schedules.</li> <li>Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests in real time.</li> <li>Proactively analyze data and make recommendations/decisions based on data regarding meeting scheduling and other offline requests.</li> <li>Continuously seek opportunities to build knowledge of WFM scheduling tool; share knowledge gained with the management team to drive improvements in performance and reporting.</li> <li>Create business correspondence and procedural manuals.</li> <li>Document processes and provide written documentation for changes made to schedules.</li> <li>Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.</li> </ul>
Requirements: Job Requirements: <br /> <ul> <li>2+ years Workforce Management experience in a contact center required.</li> <li>Extensive experience in Nice WFM (IEX) and CMS preferred.</li> <li>Excellent interpersonal, written and verbal communication skills.</li> <li>Working knowledge of standard computer software programs including MS Office (Word Excel Outlook).</li> <li>Strong multi-tasking ability.</li> <li>Good sense of urgency &ndash; dedicated to meeting expectations and requirements.</li> <li>Bachelor&rsquo;s Degree or equivalent experience.</li> <li>Must be detail and team-oriented.</li> <li>A good balance between analytical and technical skills.</li> <li>All prospective employees must be available to work varying shifts to accommodate business needs which includes, but is not limited to evenings, and rotating Saturdays.</li> </ul> NJM is proud to be an equal opportunity employer. We are committed to attracting, retaining and promoting a diverse and inclusive workforce that is fully representative of the diversity that exists in the communities in which we do business.