Manager, Contact Center Analytics and Solutions

1 week ago

Miami, United States Royal Caribbean International Full time

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

This position will be working remote from Florida. 

Position Summary:

The Manager, Contact Center Analytics & Solutions manages the analysis and examination of the business to define needs and/or opportunities, managing the gathering and analysis of data and formulating a recommended course of action. Has responsibility across all the global contact centers, across all brands and markets. A specific focus on trends and leadership in revenue performance forecasting is crucial to this role. This role is responsible for seeing projects through from start to finish while managing a team of analysts and managing resources across the technical divide. Has responsibility for all areas within the contact centers to define metrics that will assist the business with goals as set forth by organization. Understands, analyzes and documents data to deliver informative, well-organized presentations to senior and executive management regarding processed forms i.e. guest satisfaction, enrollments, guest demographics, employee satisfaction, etc. Manages the development of functional and system specifications.

Essential Duties and Responsibilities:

  • Manages the review of operational and revenue performance trends and conversion of data into recommendations which make business sense for the contact center organization 
     
  • Manages a team of data professionals 
     
  • Monitor call volume forecasting and establish correlation reports for revenue performance  
  • Processes employee incentive data and bonus type information for contact center agent payroll purposes  
  • Analyzes profit-and-loss income statements, and prepares reports and recommendations to management 
     
  • Generates forecasts and analyzes trends in sales, finance and other areas of the business 
     
  • Supervises, coaches and trains staff on numerous databases and programs 
     
  • Fulfills ad hoc reporting requests from management leaders 
     
  • Manages the resolution of technical problems regarding software and hardware issues for staff 
     
  • Manages the system testing for new hardware and software migrations 
     
  • Manages the voucher documentation system
  • Liaise with business to understand reporting needs on a continuous basis to improve business performance
     
  • Researches, creates and develops new business process improvement initiatives
     
  • Creates and maintains database objects related to business intelligence needs in PL/SQL
     
  • Establish and develop metrics and measurement
     
  • Create and distribute reports to Executive leadership on key strategic initiatives
     
  • Drive efficiency improvements and technical improvements to our processes, reports, and systems
     
  • Serve as IT liaison to provide support for our jobs, IT projects, and continuing business objectives
     
  • Guide data requirements by working with other data management, analytic, technology and business groups to ensure that the data needed is available for analysis.
     
  • Ensures data accuracy, performing and reporting on periodic audits and data integrity checks
     
  • Up to 40% domestic and international travel 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. 

  • Employees will be required to perform any other job-related duties assigned by their supervisor or management

Qualifications, Knowledge, and Skills:

  • Bachelor's degree in MIS, Data Analytics, Business Administration, or related field from four-year college or university required. 5-8 years related experience in financial / business analysis or related field required. Masters degree preferred
  • Demonstrated experience in leading & mentoring junior staff
  • Demonstrated experience leading projects from inception to delivery and post-implementation support
  • Demonstrated expertise in forecasting and predictive modeling
  • Demonstrated experience in presenting to senior and executive management
  • Bachelor's degree in MIS, Data Analytics, Business Administration, or related field from four-year college or university required. 5-8 years related experience in financial / business analysis or related field required. Master¿s degree preferred
  • Demonstrated experience in leading & mentoring junior staff
  • Demonstrated experience leading projects from inception to delivery and post-implementation support
  • Demonstrated expertise in forecasting and predictive modeling
  • Demonstrated experience in presenting to senior and executive management

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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