Sr. Analyst Contact Center Analytics and Workforce Planning

MSC Cruises•Miami, FL

17h•Hybrid

About The Position

MSC Cruises, the world’s third largest and fastest growing cruise line, is expanding its Channel Analytics organization. MSC Cruises is seeking a Sr Analyst, Contact Center Analytics & Workforce Planning. This role is responsible for delivering 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 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

Requirements

BS in math, business administration, economics, computer science or another related discipline
3 years of progressive experience in cruise industry or call center analytics
Demonstrated competency with SQL, SAP BO, and Excel
Advanced PowerBI experience, including data modeling, DAX, and dashboard performance optimization
Demonstrated competency with automation of workflows, such as Microsoft Power Automate
Exceptional communication abilities, including writing, speaking and active listening
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
US Passport or US Permanent Residents

Responsibilities

Use quantitative and qualitative data to identify trends, risks, and opportunities, delivering actionable insights that support planning & decision making for contact center leadership
Understand business requirements and design data models, dashboards, queries, and data sets that deliver consistent, repeatable, and automated insights to improve Contract Center performance
Identify and redesign manual, high-effort processes to automated, low-touch solutions using PowerBi, Power Automate, and other available tools that enable fast and consistent reporting
Develop and maintain forecasts and forward-looking analytical views that drive planning and proactive operational decision-making
Conduct tactical deep dives into specific issues and take a project oriented approach to research, identification of root cause and elimination of recurrence
Cultivate and maintain a positive, service-oriented culture of continuous improvement that drives service experiences and business efficiencies for guests, travel advisors and MSC team members.