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Lead Reporting Specialist

2 months ago

Miami, United States Windstar Cruises Full time
Overview

Awarded World's Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world's best small ports and hidden harbors. Its three sailing yachts and three all-suite yachts carry just 148 to 342 guests and cruise around the world.

Our Mission: We imagine and deliver personalized and immersive experiences 180 degrees from ordinary

Our Vision: Enriching people's perspective through inspired travel

Our Values: Welcoming, Innovative, Now, Discipline, Serve, Teamwork, Authentic, Responsible

Windstar Cruises is seeking a detail-oriented professional to be responsible for facilitating the effective reporting and regulatory compliance for the Vacation Planning department. This position is responsible for the daily, weekly, monthly and annual Call/Contact Center business reporting and maintaining department and team Dashboards. The position will be assigned to assist teams within Vacation Planning to improve exception reporting and other types of reports to improve operations and accuracy of operational processing. This position will work with the Revenue and IT Reporting analysts to design reports to manage the Vacation Planning business. This is responsible for performing adhoc reporting for the department and the train Lead, Supervisors and Manager how to use the reports effectively.

Responsibilities

  • Effectively monitor and facilitate smooth system operations of Guest Services ARC, and supporting data systems.
  • Develop and maintain departmental dashboards, ensuring timely and accurate distribution.
  • File ARC weekly and maintain the ARC account to 100% accuracy, to meet all account deadlines and filings. Assure effective coordination of ARC reporting with Accounting and other required communications.
  • Provide air reporting for GMT, Amadeus, and other necessary reporting for the passenger air program.
  • Perform databases and maintain data to accurately report on key metric and other reporting responsibilities.
  • Design new reports and redesign existing reports to support business needs.
  • Provide timely response to correct system issues, problems, failures and coordinate with the IT department, for recovery to normal operations.
  • Alert the Guest Services System Specialist, manager and Senior Director of all reporting deficiencies at the time they occur/discovered. Take proactive action and ownership to resolve problems/issues.
  • Maintain comprehensive records, assuring system settings and data are always stable.
  • Responsible for Phone System reporting and database, including the scheduled and timely distribution of reports.
  • Prepare Dashboards and distribute them on schedule.
  • Manage and coordinate projects, leading teams to achieve objectives and improve reporting systems.
  • Demonstrate proficiency in all Microsoft Office programs, with advanced Excel formula writing and pivot data report production.
  • Provide Guest Services Management support and other duties as assigned.
Qualifications
  • Ability to process, manipulate, enrich, and analyze large datasets for business decision-making.
  • Experience with data management, including validation, augmentation, and cleaning.
  • Strong communication skills for conveying analysis results and influencing strategy.
  • 3+ years call center experience in positions of increasing responsibility.
  • Computer education and/or experience, with systems operations.
  • Proven skills in leading projects and coordinating project teams.
  • Understanding of Phone system call/contact and ACD functions and features.
  • An in-depth understanding of Windstar Cruises product, policy and procedure.
  • Self-starter with excellent task management skills
  • Demonstrated proficiency in all Microsoft Office programs, and capabilities working with databases. Ability to write advance Excel formulas and produce pivot data reports, with conditional formatting.

BENEFITS: For full-time employees, Windstar offers a comprehensive benefits package including: Medical, Dental & Vision; HSA & FSA; Life & Disability; Accident, Hospital & Critical Illness; Pet Insurance; Vacation, Sick Time and paid Holidays; 401(k) with Company Match; Employee Assistance Plan; Education Assistance and Employee Discounts & Travel Deals.

EEO: Windstar is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.