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Jackson · 6 days ago

Distribution Command Center Analyst

Nashville, TN

Full-time

Onsite

Entry, Mid Level

2+ years exp

Jackson is a company that focuses on financial services, and they are seeking a Distribution Command Center Analyst to monitor and evaluate business processes to promote Sales Desk success. The role involves developing best practices, analyzing trends, and coordinating with business partners to ensure service level adherence within the sales desk.

Financial Services

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

Performs other duties and/or projects as assigned

Qualification

Data analyticsSalesforce/CRMTelephony/IEXMicrosoft OfficeCapacity planningForecastingSchedulingMulti-taskingCommunicationInterpersonal skillsOrganizational skills

Required

Bachelor's Degree or equivalent experience required

2+ years of data analytics related experience required

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