Call Center Analyst I

NJM Insurance Group

Call Center Analyst providing real time management support for call center teams at Horizon Blue Cross Blue Shield. Monitoring activities, adjusting schedules, and troubleshooting issues in healthcare service.

Posted 5/6/2026full-timeRemote • New Jersey • 🇺🇸 United StatesJunior💰 $50,100 - $67,095 per yearWebsite

About the role

Key responsibilities & impact

Provide real time management support for the call center teams
Monitor, adjust and troubleshoot issues and activities of call centers on a real time basis
Identify trends, identify root cause analysis and make recommendations utilizing call center best practices to ensure efficiencies
Revise and adjust schedules for call centers based upon planned and historical occurrences
Coordinate telephonic changes with Telecom and business management
Provide reports to management on the daily, weekly, monthly, quarterly, and yearly findings
Perform related tasks as assigned by management

Requirements

What you’ll need

High School Diploma/GED required
Prefer a minimum of one to two (1-2) years call center experience
Prefer strong knowledge of a customer service call center environment
Knowledge of Healthcare industry helpful
Basic Computer Skills-Microsoft Office
Ability to balance multiple priorities
Team Player, Strong Analytical, and Interpersonal Skills

Benefits

Comp & perks

Comprehensive health benefits (Medical/Dental/Vision)
Retirement Plans
Generous PTO
Incentive Plans
Wellness Programs
Paid Volunteer Time Off
Tuition Reimbursement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

root cause analysiscall center best practicesschedulingreporting

Soft Skills

analytical skillsinterpersonal skillsability to balance multiple prioritiesteam player

Certifications

High School DiplomaGED