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Senior Analyst, CEC Operations

Position Summary:

The Senior CEC Operations Analyst analyzes and examines the business to define needs and/or opportunities, gathering and analyzing data and recommending a course of action. A specific focus on trends and staffing forecasting is crucial to this role. This role is responsible for seeing projects through from start to finish while working independently. Has responsibility for all areas within the contact centers to define metrics that will assist the business with goals as set forth by organization leaders. Understands, analyzes and documents data to deliver informative, well-organized presentations to management regarding processed forms i.e. guest satisfaction, NPS, Service Level, Booked Revenue, Compensation, guest demographics, employee satisfaction, etc.  Also develops functional and system specifications and can design and create Power BI dashboards to assist business owners review and manage call center performance.


Essential Duties and Responsibilities:

  • Reviews operational and revenue performance trends and converts data into recommendations which make business sense for the global contact center organization
  • Designs and /or creates Hyperion, SQL, PowerBI queries for data analysis
  • Monitor call volume forecasting and establish correlation reports for revenue performance
  • Generates forecasts and analyzes trends in sales, finance and other areas of the business
  • Fulfills ad hoc reporting requests from management leaders
  • Resolves technical problems regarding software and hardware issues for staff
  • Liaise with business to understand reporting needs on a continuous basis to improve business performance including manpower runs and staffing models
  • Researches, creates and develops new business process improvement initiatives
  • Creates and maintains database objects related to business intelligence needs in Power BI
  • Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.


Financial Responsibilities:

  • List any responsibilities for budget, expenses and/or achievement of revenue targets in US Dollars.
  • Will support annual CEC budget of $10M and agent incentive programs for over 200 CEC front line agents and supervisors


Qualifications, Knowledge & Skills:

  • Bachelor’s degree (BA) from four-year College or university or equivalent work experience required. Two to four years related experience in financial / business analysis or related field preferred. Masters of Business Administration (MBA) or Masters degree (MA) preferred
  • Demonstrated expertise in data analytics
  • Expertise in Power BI required
  • Expertise in SAS preferred
  • Ability to present information to executive management, internal and external customers
  • Ability to work with mathematical concepts such as probability and statistical inference.
  • Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.
  • Ability to define problems, collect data, establish facts and draw valid conclusions.
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form.
  • Attention to detail
  • Advanced skills in query tools (Hyperion/Brio and/or PowerBI required)
  • Advanced database skills (preferably Oracle SQL & PL/SQL)
  • Advanced Excel skills
  • Statistical modeling experience preferred/desired
  • Financial forecasting & modeling experience preferred/desired

Physical Demands:

  • The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.
  • Ability to see (visibly) computer monitors, use fingers, hear customers via phone and in person. Specific vision abilities required include close vision and ability to adjust focus. The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds

Work Environment:

  • A high noise level is possible if visiting shipboard or offsite locations



Nearest Major Market: Miami

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