Senior WFM Analyst, Forecasting and Capacity Planning

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>

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Full Time

Overview: Senior WFM Analyst, Forecasting and Capacity Planning "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. The Opportunity: Located in our corporate office in West Trenton, New Jersey, the successful individual will be responsible for developing accurate forecasts (long, mid & short) for multiple client channels. In addition, you will be responsible for developing accurate long-range forecasts to determine overall staffing capacity requirements.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>Oversees and maintains the Workforce Management platform (configurations for call &amp; multi-channel routing, associates, historical trends, anomalies, etc.) Multi-channel includes calls (Inbound &amp; Outbound), Email and Chat.</li> <li>Conducts weekly/monthly meetings focused on reviewing forecasts, capacity planning, shrinkage review, KPI results, etc. throughout all levels of leadership.</li> <li>Establishes a statistical baseline for call volume forecasts. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc to leadership team.</li> <li>Establishes a statistical baseline for multi-channel (calls, email &amp; chat) for contact center. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc to leadership team.</li> <li>Develop forecasting methodology of contact center workload (multi-channel).</li> <li>Analyze multi-routing result of call volumes, call patterns, call trends and staff productivity for call center; use this information to build, coordinate, and accurately maintain employee long-term schedules</li> <li>Identifies and researches contact center service level risks for problem resolution and management notification</li> <li>Communicates frequently with leadership regarding scheduling shortages, shift changes and soliciting additional resources to fill scheduling shortfalls, as well as developing staffing strategies</li> <li>Conducts analysis on historical data to determine multi-interaction volume shifts/trends (growth, client interaction trends, product migration impacts, service enhancements, etc.) impacting staffing/capacity levels on a mid and long-term basis</li> <li>Works with leadership to formulate/validate staffing requirements</li> <li>Responsible for updating statistical info into WFM modeling software</li> <li>Responsible for assisting WFM Manager in training and supporting new WFM team members. This includes training of the WFM platform, policy and procedures and all additional related systems</li> </ul>
Requirements: <ul> <li>Bachelor's Degree--Required with Major Area of Concentration in Math, Business, Statistics, Technology or related field</li> <li>5+ years of WFM forecasting experience</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> 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.