Analyst, Call Center Operations

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

• 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.

Royal Caribbean Cruises