Royal Caribbean Group

Analyst, Call Center Operations

Royal Caribbean Group

full-time

Posted on:

Location Type: Office

Location: Manila • Philippines

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Job Level

Junior

Tech Stack

CloudOracleSQL

About the role

  • drive innovation and support call center and customer service operations
  • gather and define key performance requirements and develop system metrics to track trends in usage and data integrity
  • accountable for the global contact center omni channel environment to reach optimal occupancy and availability targets
  • tracks results to enhance skill-based call routing programs
  • 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
  • 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; 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
  • communicates 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
  • keeps supervisor informed of important developments, potential problems and related information necessary for effective management
  • coordinates/communicates plans and activities with others to ensure a coordinated work effort and team approach

Requirements

  • 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.
Benefits
  • competitive compensation and benefits package
  • excellent career development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SQLDAXPower Querydata analysisreport generationperformance metricscall routingdata integrityschedulingbusiness analysis
Soft Skills
communicationproblem-solvingtime managementadaptabilityteam coordinationanalytical thinkingproject managementinterpersonal skillsrecommendation skillsleadership