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Distribution Command Center Operations Analyst

4 weeks ago

Nashville, Tennessee, United States Jackson National Life Full time
Job Summary

The Distribution Command Center Analyst plays a pivotal role in ensuring the Sales Desk's success and efficiency. This position is responsible for monitoring and evaluating business processes, skill and transactional priorities, and volume to resource ratios in conjunction with Sales Desk management.

Key Responsibilities

Develop and implement standardized best practices across all workforce functional areas, including capacity planning, forecasting, and scheduling. Analyze historical trends, current inbound and outbound call patterns, and marketing initiatives to develop volume and staffing projections and forecasts for all interaction types. Monitor traffic and associate adherence to ensure proper coverage, and act as a single point of contact for all schedule adjustments. Manage the back-end administration for system applications in the contact center, and create and publish intraday, daily, weekly, and monthly reports. Coordinate with business partners to maintain a holistic picture of daily, weekly, and monthly service level results. Perform qualitative and quantitative analysis on a daily/weekly/monthly basis to assess the effectiveness of sales funnel, call center activities, and other supporting business functions. Perform real-time adjustments to business processes, skill or transactional priorities, and resource allocations to ensure service level adherence within the sales desk. Assist with recommendations of resource scheduling and skilling to meet daily goals. Provide notifications and alerts to Sales Desk associates and other Desk Directors to ensure established service levels of business processes are achieved. Identify and make recommendations for efficiencies and quality control measures that result in Sales Desk improvements. Participate in the design, documentation, and implementation of new Sales Desk Command Center processes and procedures.

Requirements

Strong knowledge of Jackson Operations systems and processes, including a 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 the 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 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 are an equal opportunity employer and celebrate diversity in our workplace. Jackson National Life is committed to a policy of equal opportunity and does not discriminate on the basis of 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.