Analyst, Center Operations in Springfield, OR at Royal Caribbean Cruises Ltd.

Date Posted: 10/31/2019

Job Snapshot

Job Description

Analyst, Call Ctr Operations

Position Summary:

Drive innovation and support call center and customer service operations. This position requires a highly motivated and individual to contribute and be part of a proactive, responsive and customer focused team. Individual must possess strong analytic and problem-solving skills and recommend actionable solutions to address issues and improve operational efficiency. Gather and define key performance requirements and develop system metrics to track trends in usage and data integrity.  Accountable for the contact center in a multiskilled environment to reach optimal occupancy and availability targets.


Essential Duties and Responsibilities:

  1. Tracks results to enhance skill-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 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.
  11. Supports special projects to ensure they are completed in a timely and accurate manner.
  12. Participates in all events such as marketing meetings and vendor functions as directed by supervisor.
  13. Provide work direction for data entry employee as needed and/or assigned by supervisor.
  14. Keeps supervisor informed of important developments, potential problems and related information necessary for effective management.  Coordinates/communicates plans and activities with others, as appropriate, to ensure a coordinated work effort and team approach.


  1. Performs related work as apparent or assigned.


Financial Responsibilities

List any responsibilities for budget, expenses and/or achievement of revenue targets in US Dollars.

Responsible for converting call forecasts into manpower of approximately $29M


Job Requirements


Bachelor’s degree Preferred along with 3-5 years Contact Center Experience

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.


Knowledge and Skills:

Able to switch gears in a fast paced environment and manage multiple projects

Ability to work in a dynamic fast paced environment and make calculated recommendations.

High mechanical/technical aptitude.

Knowledge of MS Word, Excel, 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.


Physical Demands:

List specific physical requirements that an employee must meet in order to perform the job duties with or without a reasonable accommodation. Specific requirements that are essential parts of the job should be described clearly and precisely below.  Examples: lifting, standing for extended periods of time, hearing, carrying, moving, pulling/pushing, climbing etc.


Work Environment:

List working environment or conditions that describe those encountered in performing the job functions (inside /outside the office, travel, shipboard, noise level etc.)

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.


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