Distribution Command Center Analyst

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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

Knowledge, Skills and Abilities

Qualifications

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.

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