Royal Caribbean Cruise Jobs – Manager Contact Center Analytics & Solutions

Job Description:

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.

Job Responsibilities:

• Generates forecasts and analyzes trends in sales, finance and other areas of the business
• Analyzes profit-and-loss income statements, and prepares reports and recommendations to management
• Monitor call volume forecasting and establish correlation reports for revenue performance
• Fulfills ad hoc reporting requests from management leaders
• Manages the system testing for new hardware and software migrations
• Manages a team of data professionals
• Processes employee incentive data and bonus type information for contact center agent payroll purposes
• Supervises, coaches and trains staff on numerous databases and programs
• 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 the resolution of technical problems regarding software and hardware issues for staff

Job Requirements:

• Ability to define problems, collect data, establish facts and draw valid conclusions
• Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations
• Ability to present information to executive management, internal and external customers
• Ability to work with mathematical concepts such as probability and statistical inference
• Demonstrated expertise in forecasting and predictive modeling
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form

Qualification & Experience:

• Demonstrated experience in leading & mentoring junior staff
• Demonstrated experience leading projects from inception to delivery and post-implementation support
• 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

Job Details:

Company: Royal Caribbean International

Vacancy Type:  Full Time

Job Location: Miramar, FL, US

Application Deadline: N/A

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