Distribution Command Center Analyst

• Develops, documents, and implements standardized best practices across all workforce functional areas including capacity planning, forecasting, and scheduling.
• Analyzes historical trends, current inbound and outbound call patterns, and marketing initiatives to develop volume and staffing projections and forecasts for all interaction types.
• Monitors traffic and associate adherence to ensure proper coverage; acts as a single point of contact for all schedule adjustments; fields vacation requests, adjusts staffing using variable time off as needs arise, and schedules all off-phone events and activities.
• Manages the back-end administration for system applications in the contact center.
• Creates and publishes intraday, daily, weekly, and monthly reports; keeps stakeholders well informed of upcoming challenges and mitigation plans.
• Coordinates with business partners such as Telecom, Training & Development, and Sales Leadership to maintain a holistic picture of daily, weekly, and monthly service level results.
• Performs qualitative and quantitative analysis on daily/weekly/monthly basis to assess effectiveness of sales funnel, call center activities, and other supporting business functions.
• Performs real-time adjustments to business processes, skill or transactional priorities, and resource allocations to ensure service level adherence within the sales desk.
• Assists with recommendations of resource scheduling and skilling to meet daily goals.
• Provides notifications and alerts to Sales Desk associates and other Desk Directors, ensuring established service levels of business processes are achieved
• Identifies and makes recommendations for efficiencies and quality control measures which result in Sales Desk improvements.
• Participates in the design, documentation and implementation of new Sales Desk Command Center processes and procedures.

• Performs other duties and/or projects as assigned.

• Strong knowledge of Jackson Operations systems and processes, including strong understanding of Automatic Load Balancer, Salesforce/CRM, and telephony/IEX.
• Ability to demonstrate perseverance through challenges, is proactive, and acts with a sense of urgency.
• Proven ability to accept, adapt and implement change in a dynamic environment.
• Strong ability to think creatively, identify and implement improvements to processes and procedures.
• Strong decision-making skills that can be applied in a fast-paced environment.
• Highly analytical with ability to solve complex problems that include the application of both effective business decisions and good judgment.
• Demonstrated ability in Microsoft Office applications including Word, Excel, Access, PowerPoint, Outlook, Power BI, Power Automate and Teams
• Strong verbal and written communication skills.
• Strong interpersonal skills, ability to communicate effectively and serve as a liaison between cross-functional teams. Ability to understand complex business processes and situations.
• Ability to effectively lead, present, and facilitate meetings.
• Developed organizational and prioritization skills.
• Strong ability to multi-task and be flexible.

Jackson National Life Insurance Company