Sr, Manager, Contact Center Analytics & Workforce Planning

MSC Cruises•Fort Lauderdale, FL

2d•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 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.

Requirements

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
US passport or green card

Responsibilities

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