Manager, Contact Center Analytics & Solutions

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 onsite from Miami. 

Position Summary: 

The Manager, Contact Center Analytics & Solutions leads analytics delivery and decision support for International and Casino Contact Centers. This role partners closely with Operations, Digital, E‑commerce, and Technology teams to deliver actionable insights that improve operational performance, agent productivity, and automation outcomes across voice and digital channels.

The role operates in a high‑visibility, fast‑moving environment and requires strong hands‑on analytics capability, excellent communication, and the ability to independently drive work from intake through executive readout.

Essential Duties and Responsibilities: 

• Serve as the primary analytics partner for International and Casino Contact Center business units, supporting leadership with timely, data‑driven insights
• Design, maintain, and optimize SQL‑based datasets and Power BI reporting to support operational performance, productivity, and service demand analysis
• Develop clear, executive‑ready dashboards, presentations, and narratives that translate complex data into business‑relevant outcomes
• Identify opportunities to improve operational efficiency, reduce service minutes, increase agent productivity, and support cost‑to‑serve optimization
• Lead analytics supporting automation and self‑service initiatives, including Conversational IVR, Agent Assist, speech analytics, and digital deflection
• Quantify and track performance improvement and automation impact, including containment, deflection, and productivity lift
• Partner with Omnichannel service teams (E‑commerce, Digital, Trade support, Webchat, Messaging) to align metrics and support end‑to‑end customer journeys
• Collaborate with technology and platform teams to ensure analytics requirements are incorporated into system launches, migrations, and enhancements
• Support global stakeholders across regions and time zones with strong prioritization, communication, and delivery ownership
• Lead and develop a team of analysts, providing coaching, performance feedback, and prioritization guidance to ensure high-quality, timely delivery of analytic solutions

Qualifications, Knowledge and Skills: 

• Bachelor’s degree in Analytics, Data Science, Business, Engineering, or equivalent experience
• Advanced SQL expertise, including complex query development and multi‑source data modeling
• Advanced Power BI experience, including data modeling, DAX, and executive‑level dashboarding
• Strong understanding of Contact Center operations, data, and technology, across voice and digital channels
• Excellent communication and presentation skills, with the ability to influence senior stakeholders
• Experience supporting International and/or Casino business units
• Experience leading teams in a fast-paced environment, effectively managing workload prioritization, and competing business needs.
• Demonstrated ability to identify and execute operational performance and automation opportunities
• Experience with contact center platforms such as Genesys, Avaya, Cresta, or similar
• Experience with speech analytics, intent‑level analysis, or self‑service optimization
• Experience operating in a global, matrixed organization
• Proactive ownership and accountability
• Analytical rigor and attention to detail
• Executive presence and stakeholder management
• Ability to operate effectively in ambiguous, time‑sensitive environments
• Collaborative, cross‑functional mindset

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! 

No immigration sponsorship is offered. 

Agency and Third-Party Submissions: Please note this is a direct search by the Company, and applications through agencies and other third parties will not be accepted, nor will fees be paid for unsolicited resumes. Any unsolicited resumes will be considered the Company's property. 

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.