Sr. Distribution Command Center Analyst

Jackson National Life Insurance Co Inc•Nashville, TN

56d

About The Position

The Sr. 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. This position participates in the development, implementation, and on-going operation of complex monitoring systems within Distribution to ensure the health and performance of business processes within the team.

Requirements

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.
Bachelor's Degree or equivalent experience required.
5+ years of business analytics experienced required.

Nice To Haves

Experience creating data visualizations (preferably Tableau) preferred.
Insurance or Financial Services industry exprience preferred.

Responsibilities

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.