Sr, Manager, Contact Center Analytics & Workforce Planning

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

MSC Cruises, the world’s third largest and fastest growing cruise line, is expanding its Channel Analytics organization. MSC Cruises is seeking a Sr Manager, Contact Center Analytics & Workforce Planning. This role is responsible for delivering accurate forecasting and impactful insights that support both near-term operational execution and longer-term commercial outcomes for the contact center. This individual will collaborate closely with Channel Analytics leadership as well as Contact Center leadership to ensure that workforce planning, forecasting, and contact center analytics are well understood and optimized.

MSC is a family-owned company offering competitive salary as well as second to none benefits including exclusive employee cruise privileges.  This is a hybrid position requiring 4 days per week in the office, in Miami, Florida.

Your Impact

Own end-to-end service level performance, leading intraday execution and ensuring rapid mitigation of volume, staffing, or adherence risks
Own operational analytics across the contact center, translating service level, AHT, occupancy, shrinkage, adherence, and volume trends into clear performance insights and actionable recommendations
Direct Real-Time Adherence strategy and performance, identifying behavioral, structural, and scheduling gaps that impact occupancy, service level, and customer experience
Design and deliver forward-looking analyses that identify systemic performance gaps, quantify financial and customer impact, and inform workforce, routing, and capacity decisions
Diagnose forecast variance drivers (volume, AHT, shrinkage, mix) and translate gaps into actionable staffing, scheduling, and hiring recommendations
Challenge forecasting assumptions, quantify bias and error trends, and continuously improve forecast accuracy and planning inputs
Build strong cross-functional partnerships with Operations, Customer Service, and Leadership to align workforce planning with business initiatives, promotions, and demand shifts
Develop and elevate the WFM team, setting a high bar for analytical rigor, accountability, and proactive problem-solving

Your Journey so far

Minimum 5-7 years of previous call center Workforce Management experience or cruise industry experience 
Hands-on experience and familiarity with workforce management and ACD systems
Proven analytical and problem-solving skills with attention to detail and accuracy
Superior verbal, written and interpersonal communication skills
Experience working in a dynamic environment with proven abilities to make real-time decisions based on ever changing needs
Ability to manage multiple projects simultaneously and work under stringent deadlines
Strong proficiency in analytical tools such as PowerBI and Excel
Ability to work independently and meet deadlines

Your Essentials

US passport or green card 

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!