Analyst, Call Center Operations

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. 

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests. 

This position will be working in our Manila Center.

Position Summary: 

Drive innovation and support call center and customer service operations. This position requires a highly motivated individual to contribute and be part of a proactive, responsive and customer focused team. Individuals must possess strong analytic and problem-solving skills and recommend actionable solutions to address issues and improve operational efficiency. Gather and define key performance requirements and develop system metrics to track trends in usage and data integrity.  Accountable for the global contact center omni channel environment to reach optimal occupancy and availability targets. 

Essential Duties and Responsibilities: 

1. Tracks results to enhance skill-based call routing programs.
2. Prepare reports to show contact center performance and/or issues and distributes in a timely and accurate manner to essential personnel.
3. Utilizes real time monitoring of skills-sets and routing to ensure effectiveness.
4. Must have exceptional attention to detail.
5. Generates and builds reports for the contact centers and other departments as needed using PowerBI, Excel, Oracle SQL, Databricks, or similar database / reporting software.
6. Proficient in Avaya Contact Center database structure, Aspect eWFM, and Genesys Cloud; Is able to relate this data to the performance of the contact centers.
7. Monitors targeted forecasts to actual daily, responds to issues and implements necessary adjustments to achieve these goals.
8. Analyzes, tracks, and maintains daily logs relating to business results and provides recommendations as required.
9. Identifies and addresses staffing gaps as it relates to new marketing campaigns, attrition and holiday factors.  Communicate schedules to employees and supervisors. 
10. Schedules team meetings and training without compromising service factors.
11. Acts as liaison with management and vendor partners to identify gaps and trends associated with agent schedule adherence.
12. Supports special projects to ensure they are completed in a timely and accurate manner.
13. Participates in all events such as marketing meetings and vendor functions as directed by supervisor.
14. Provide directions for data entry employees as needed and/or assigned by supervisor.
15. Keeps supervisor informed of important developments, potential problems and related information necessary for effective management.  
16. Coordinates/communicates plans and activities with others, as appropriate, to ensure a coordinated work effort and team approach.
17. Performs related work as apparent or assigned.

Qualifications, Knowledge and Skills: 

• 2–4-year degree in business administration or related field preferred.
• 1-3 years of call center, sales or customer service-related experience.
• 1-3 years of analyst or scheduling experience preferred. 
• Able to switch gears in a fast-paced environment and manage multiple projects concurrently. Ability to work in a dynamic fast paced environment and make calculated recommendations.
• High mechanical/technical aptitude.
• SQL, DAX, and Power Query experience preferred.
• Knowledge of MS Word, Excel, PowerPoint, PowerBI, Access and workforce planning software experience preferred.
• Technical understanding and experience with technologies, information systems, telephony systems, and ACD systems preferred.
• Ability to communicate effectively, both orally and in writing, with a wide variety of customers, Company personnel and others. 

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. 

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