Real Time Scheduling Analyst

NJM Insurance Group

Real Time Analyst responsible for monitoring contact center performance in real time and adjusting resources to meet demands. Collaborating with team leaders and providing updates to management.

Posted 5/28/2026full-timeTrenton • New Jersey • 🇺🇸 United StatesJuniorMid-Level💰 $58,737 - $74,031 per yearWebsite

About the role

Key responsibilities & impact

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
Maintain accurate records of operational data and prepare daily reports
Perform additional tasks and project-related work as business needs dictate

Requirements

What you’ll need

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)

Benefits

Comp & perks

401(k) with employer match up to 8%
Health, Dental, and Vision insurance
Life and Disability coverage
Generous PTO
Paid Sick Leave
Paid parental leave
Discretionary bonuses

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce managementanalytical skillsproblem-solving skillsdata analysisreport preparation

Soft Skills

interpersonal skillswritten communicationverbal communicationmulti-taskingdetail-orientedteam-orientedsense of urgency