Real Time Scheduling Analyst

NJM Insurance Group

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

Posted 10/26/2026full-timeTrenton • New Jersey • United StatesJuniorMid-Level💰 $58,737 - $74,031 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in workforce management, including resource allocation, performance monitoring, and operational data analysis. Proficient in utilizing WFM tools and standard software to optimize contact center operations and enhance team collaboration.

Highest-signal resume keywords

Workforce Management ExperienceAnalytical SkillsCommunication SkillsMulti-Tasking AbilityNice WFM (IEX) Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Performance Metrics MonitoringResource AllocationOperational Data AnalysisContingency Action PlanningScheduling Optimization

Soft Skills

Interpersonal SkillsProblem-Solving SkillsDetail OrientationTeam OrientationSense of Urgency

Tools & Technologies

MS OfficeNice WFM (IEX)RingCentral CXOne

Industry Keywords

Contact CenterWorkforce Management EnvironmentOperational DataReal-Time Performance Metrics

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 contact center goals are met
Administer contingency action plans when necessary
Provide real-time updates and insights to management
Manage WFM mailboxes and hotline to make timely skill changes and schedule updates reflecting 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

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)
Nice WFM (IEX) and RingCentral CXOne experience

Benefits

Comp & perks

Hybrid schedule with 3 days in office and 2 days work from home
5% shift differential once training is completed
401(k) with employer match up to 8%
Additional service-based 401(k) contributions
Health insurance
Dental insurance
Vision insurance
Life and Disability coverage
Generous PTO
Paid Sick Leave
Paid parental leave in addition to state-mandated leave
Potential eligibility for discretionary bonuses