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Job Purpose

The Distribution Command Center Analyst monitors and evaluates business processes, skill and transactional priorities, and volume to resource ratios in conjunction with Sales Desk management to promote Sales Desk success and efficiency. This position participates in the development, implementation, and on-going operation of complex monitoring systems within the Sales Desk to ensure the health and performance of business processes within the team.

Essential Responsibilities

• 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.

Other Duties

• Performs other duties and/or projects as assigned.

Knowledge, Skills and Abilities

• 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.

Qualifications

• Bachelor's Degree or equivalent experience required.

• 2+ years of data analytics related experience required.

• 2+ years of insurance or financial services industry experience preferred.

We don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Jackson is proud to be an equal opportunity workplace. The Company subscribes to and endorses federal and state laws and regulations relating to equal employment opportunity for all persons without regard to race, color, religion, gender, age, national origin, legally-recognized disability, marital status, legally-protected medical condition, citizenship, ancestry, height, weight, sexual orientation, veteran status, or any other factor not related to the needs of the job. The Company is committed to a policy of equal opportunity. Company facilities and campuses are tobacco-free environments.