Analyst, Workforce Planner

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

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Royal Caribbean Group’s Crew Acquisition and Movement Team has an exciting career opportunity for a full time Analyst, Workforce Planner reporting to the Manager, Workforce Planning.

POSITION SUMMARY:

Workforce planning analyst analyzes and examines the contact center business to define needs and/or opportunities; gathers and analyzes the data and recommends a course of action. This role is essential to the success of the contact center to help maintain optimal staffing, achieve performance metrics and accomplish pax and revenue targets. Understands the patterns and features of contact center business, provides forecasts and tracks, monitors trends and staffing is key to this role. Communicates and supports to contact center leadership team for daily operations and decision making is crucial.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

WORKFORCE MANAGEMENT AND PLANNING (30%)

• Understands weekly/monthly staffing patterns and be responsible to create and assist in intra-day/weekly/monthly rotation scheduling and performance reports.
• Support management of overtime, undertime and time-off planning.
• Responsible for developing and maintaining contact center staffing reports by collecting, analyzing and summarizing data and trends.
• Works with business leadership to advice of any staffing shortages/overages by utilizing historical data and established data models.
• Ensure optimal staffing levels are met for short-term and long-term business needs and match to business scale.
• Reviews business needs and actual staffing. Conducts root cause analysis and recommends new scheduling models to best meet contact arrival patterns or staffing variances.

REAL TIME PERFORMANCE MONITORING (30%)

• Responsible for designing, creating, preparing and generating required dashboard and reports in requested frequency in a timely and accurate manner.
• Reviews real-time monitoring and historical data to track and understand the business performance and patterns in the contact center with leadership team.
• Stays connected to the business to understand reporting needs on a continuous basis to ensure all department goals can be achieved.
• Supports leadership team to ensure staffing, call routing, service levels, abandonment, conversion, attendance and other requirements are at the optimal levels for all functions and channels of the contact center. · Utilizes reports and data to assist and support business for identifying aspects of daily operational duties that in need of improvement, troubleshooting, and/or implementing a more efficient process.
• Understands contact center database structure and the meaning of business data and able to create correlations to the performance.

FORECAST MANAGEMENT (30%)

• Supports to analyze and develop annual, monthly, daily and interval forecasts for contact volume, target pax build and revenue associate with different functions and channels.
• Supports to analyze and develop forecasts for staffing, incentive, overtime and other required objects by leveraging and managing historical data with contact center features.
• Work with business leadership and other departments to understand key drivers and continuously to optimize the forecasts.
• Monitors forecasted targets to actual on daily/weekly/monthly/annual basis, works together with leadership team to respond to gaps or issues and establish correlation reports for operational performance and implements necessary adjustments to achieve goals.

OTHERS (10%)

• Fulfills ad-hoc reporting requests from line manager and leadership team.
• QA for new systems or platforms.
• Serve as IT liaison to provide support for contact center to optimize business process efficiency.
• Support contact center projects as requested.
• Performs any other duties as required.

QUALIFICATIONS, KNOWLEDGE AND SKILLS:

• Bachelor’s degree in financial / business management.
• 2 to 4 years related working experience in financial / business analysis or related field preferred.
• Knowledge or experience in contact center is preferred.
• Experience in sales or marketing is preferred.
• Analytical skills to collect and present data. Ability to efficiently and accurately interpret data to all stakeholders.
• Detail oriented is a must to ensure accuracy in data and analysis.
• Excellent knowledge of Microsoft Excel, Word and PowerPoint is required.
• Knowledge of Oracle SQL, Microsoft Power BI, AS400 or equivalent mainframe reservation system is preferred.
• Excellent communication skills to work and interact with all counterparties across functions and departments.
• Self-motivated and eager to learn new skills and knowledges.
• Good English in oral and writing.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.