WFM Scheduling Specialist - Hyrid

Location

Parsippany, NJ | United States

Job description

NJM is committed to providing its employees a supportive and flexible environment because we know the importance of work/life balance. You will find a true 'work family' by joining this talented WFM team. NJM provides all necessary equipment, paid sick time, paid vacation time, paid holidays, earned comp time, a terrific 401k and benefits plan, and potential to earn a generous annual bonus!

*The hours for this position are Monday-Friday, 8:30am – 4:45pm, with optional work from home 2 days per week

The Opportunity:

Located at either our corporate office in West Trenton, or Hammonton, our Personal Lines department is currently interviewing for a Workforce Management Scheduling Specialist. The successful individual will be responsible for optimal scheduling, in a manner that maximizes resources, and timeliness of real-time updates. This individual will exercise sound judgment when identifying staffing requirements while ensuring compliance with company policies and procedures.

• Assist Real Time Analyst plan to maintain key metrics and support other team members in various tasks. Also, as business needs dictate, perform additional tasks and project related work.
• Prepare daily/weekly/monthly reports and distribute to the Contact Center management team, ensuring accuracy and timeliness.
• Work with support areas and leadership team to manage expectations for training and staffing, with shrinkage parameters in mind. Analyze resources and make recommendations for optimal scheduling of events and other offline requests.
• Process agent and supervisor changes in IEX and RingCentral.
• Update and maintain employee schedules that will enable the precise accountability of the resources available to service our customers.
• Communicate with WFM Scheduler Analyst, WFM Forecaster, and Call 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.

• 2+ years' experience in a contact center, and in Workforce Management, are required.
• Nice WFM (IEX), and RingCentral experience preferred.
• Excellent interpersonal, written, and verbal communication skills.
• Proficient knowledge of standard computer programs, including MS Office (Word, Excel, Outlook).
• Strong multi-tasking ability with good sense of urgency – dedicated to meeting expectations and requirements.
• Must be detail and team-oriented.
• A good balance between analytical and technical skills.
• All prospective employees must be available to work varying shifts to accommodate business needs which includes, but is not limited to evenings, and Saturdays.

The Salary range for this role is $55,875 - $70,450. Compensation is commensurate with experience and credentials.

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.

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