Real Time Scheduling Analyst

NJM - Trenton

NJM - Hammonton

Full time

R2008365

The Real Time Analyst position plays a crucial role 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. Hybrid schedule available with 3 days in office and 2 days work from home.

Schedule: Monday-Friday (9:45AM - 6PM) and every Saturday (8:30AM- 4:45PM)

• One weekday (Tuesday-Friday) and Sundays off

• Includes a 5% shift differential once training is completed

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

Compensation: Salary is commensurate with experience and credentials.

Pay Range: $58,737-$74,031

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.

What Makes NJM Different? The NJM team comprises talented people who do the right thing by our policyholders and each other. You’ll be part of a financially strong and stable company that has flourished on relationships, integrity, and service for more than a century. NJM is a special place where you can propel your career, help others, and make friends—all at the same time.

NJM is proud to offer our employees continuous learning options, outstanding benefits, access to wellness programs, and opportunities to give back to the communities we are privileged to serve.

We have been named a Forbes America’s Best-in-State Employer for five consecutive years.

Come join us! It’s time for you to make a difference on our remarkable team.