Jackson

Distribution Command Center Analyst

Nashville, TN

Sponsorship not specifiedDetected 30 days ago

Data AnalysisData VisualizationSalesforceCRMSalesOutbound SalesForecastingExcelHRISLoad BalancingLeadershipCommunicationMicrosoft Office

About the role

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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.
Jackson is proud to be an equal opportunity workplace.

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.
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.
Participates in the design, documentation and implementation of new Sales Desk Command Center processes and procedures.
Performs other duties and/or projects as assigned.

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.
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.

gion, 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 r

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