Real Time Scheduling Analyst Job Listing at NJM Insurance Group in Trenton, NJ (Job ID R2007663)

Description

Today, NJM Insurance Group, is a leading mid-sized U.S. property and casualty insurance company with 90 consecutive years of A+ financial strength ratings by AM BEST. Due to exceptional employee experience, NJM has been included on the latest Forbes List of Best Employers in New Jersey for the fourth year in a row. The NJM reputation for being a top provider of outstanding customer service was reaffirmed by the most recent J.D. Power Auto Insurance Claims Survey.

Over the last five years, the Company has focused on a strategic plan that calls for it to become a regional property & casualty insurer and has transitioned away from its affinity-based membership model. To that end, the Company has added an independent agency model for new lines of middle and large commercial and has more than doubled its product offerings. NJM now offers its various products to businesses across New Jersey, Pennsylvania, New York, Maryland, Delaware, and Connecticut.

NJM's Personal Lines team is seeking a Real Time Analyst. This role plays a crucial part in monitoring and managing the performance of the Contact Center in real-time. This role is responsible for 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 hours for this position will be Monday - Friday (12:45pm - 9:00pm) which is includes a 15% shift differential.

This is a Hybrid role requiring 3 days in the Office and 2 days at home.

Essential Duties and Responsibilities: Essential functions of this job are listed below in order of priority. Reasonable accommodations may be made to enable individuals to perform the essential duties. Regular and predictable onsite attendance is an essential function of the job.

• Monitor current day call queues and real-time performance metrics of the contact center.  

• Adjust and allocate resources to meet fluctuating demands and ensure that contact center goals are met.

• Administer contingency action plans when deemed necessary. 

• Provide real-time updates and insights to management.

• Manage WFM mailboxes and hotline to make timely skill changes and schedule updates to reflect accurate intraday projections.

• Collaborate with team leaders to optimize staffing and scheduling, including offline requests.

• Maintain accurate records of operational data and prepare daily reports.

• Perform additional tasks and project-related work as business needs dictate.

Required Qualifications: Knowledge, skills & abilities, experience, minimum & desired education, certification and/or license requirements.

• 2+ years' experience in a contact center or workforce management environment

• Strong analytical, technical and problem-solving skills

• Excellent interpersonal, written and verbal communication skills

• Strong multi-tasking ability with a good sense of urgency

• Detail and team oriented

• Working knowledge of standard computer software programs including MS Office (Word Excel Outlook)

Preferred Qualifications:

• Nice WFM (IEX), and RingCentral CXOne experience

Legal Disclaimer: 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.

NJM reserves the right at any time to amend, add or delete any aspect of the job description for this position based on business needs.

Compensation: Salary is commensurate with experience and credentials.

Eligible full-time employees receive a competitive Total Rewards package, including but not limited to a 401(k) with employer match up to 8% and additional service-based contributions, Health, Dental, and Vision insurance, Life and Disability coverage, generous PTO, Paid Sick Leave, and paid parental leave in addition to state-mandated leave. Employees may also be eligible for discretionary bonuses.

Legal Disclaimer: 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.