Sr. Distribution Command Center Analyst

• Develops and implements standardized best practices across all workforce functional areas including capacity planning, forecasting, and scheduling.
• Analyzes historical trends, current call arriving patterns, and marketing initiatives to develop volume and staffing projections for all interaction types.
• Monitors traffic and agent adherence to ensure proper coverage; acts as a single point of contact for all schedule adjustments; fields vacation requests, adjusts staffing by soliciting for overtime or variable time off as needs arise, and schedules all off-phone events and activities.
• Manages the back-end administration for system applications on the sales desk.
• 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, and Sales Leadership to maintain a holistic picture of daily, weekly, and monthly service level results.
• Trains and develops other members of the sales desk on workforce scheduling and real-time adherence to provide redundancy and career development.
• Performs quantitative analysis on a daily, weekly, and 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.
• Develops membership reporting packages to include analysis while working across functions to ensure enablement of proactive and reactive retention/cross-sell/up-sell/referral activities.
• Analyzes industry trends and recommends optimal ways to optimize member acquisition.

• Performs other duties and/or projects as assigned.

• Strong knowledge of Jackson Operations systems and processes, including strong understanding of Automatic Load Balancer, Salesforce, and Avaya/IEX.
• Demonstrated proficiencies in HTML, SAS, SQL, Tableau.
• 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.
• 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.
• Demonstrated ability in Microsoft Office applications including Word, Excel, Access, PowerPoint, and Outlook.

Jackson National Life Insurance Company