Call Center Business Analyst

Great vacations begin with great employees! 

Combine your experience and sense of adventure by joining our exciting team of employees in Miami, Fl.  Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.  

Position Summary:

In this position, you will analyze evolving business issues within the organization's call center to determine operational impacts and formulate recommendations. You will be responsible for designing and implementing new policies, processes, and procedures based on recommendations.You will also analyze operating procedures to devise most efficient methods of accomplishing work.

Career Snapshot:

1. Tracks results to enhance skills-based call routing programs.
2. Prepares reports to show contact center performance and/or issues and distributes in a timely and accurate manner to essential personnel.
3. Utilizes real time monitoring of skills-sets and routing to ensure effectiveness.
4. Generates reports for the contact centers and other departments as needed using Access, Excel, SQL, Crystal Reports or similar database / reporting software.
5. Understands / Avaya Contact Center database as well as EWFM structure and is able to relate this data to the performance of the contact centers.
6. Monitors forecasted targets to actual on a daily basis, responds to issues and implements necessary adjustments to achieve these goals.
7. Analyzes, tracks and maintains daily log of events relating to business results and provides recommendations as required.
8. Identifies and addresses staffing gaps as it relates to new marketing campaigns, attrition and holiday factors. Communicates schedules to employees and supervisors.
9. Schedules team meetings and training without compromising service factors.
10. Acts as liaison with management to identify gaps and trends associated with agent schedule adherence.

Requirements:

• Bachelor's degree (B.A.) in an analytical or business discipline from a four year college or university
• 2 to 4 years related experience and/or training required; or equivalent combination of education and experience.
• Experience working within a call center environment
• Microsoft Word, Excel, Access, PowerPoint, Project, BRIO, and Lotus Notes

Preferred:

• Familiarity with AS400 or equivalent reservations system preferred

Thank you for your interest in this role. Royal Caribbean Cruises Ltd. is the world's second largest cruise company, operating under Royal Caribbean International, Celebrity Cruises and Azamara Club Cruises brands. These brands offer an array of onboard activities, services and amenities, including simulated surfing, swimming pools, sun decks, beauty salons, exercise and spa facilities, ice skating rinks, in-line skating, basketball courts, rock climbing walls, miniature golf courses, gaming facilities, lounges, bars, Las Vegas-style entertainment, cinemas and Royal Promenades, which include interior shopping, dining and an entertainment boulevard.

Join our team as our Analyst, Business.  Once you click to apply below, it will take you 10-15 mins to complete our application, which will help us better qualify your candidacy.   If you are being considered for this position you will hear back from us within the next 30-60 days.  During this time, you can view your application status on our career site.  

Join us at Royal Caribbean Cruises Ltd., where great vacations begin with great employees!

RCL is an Equal Employment Opportunity employer.

Job: Trade Support & Services
Primary Location: United States-Florida-Miramar
Schedule: Full-time
Shift: Day Job
Employee Status: Regular