Manager, Contact Center Analytics & Solutions

Royal Caribbean Cruises Ltd

11d•Onsite

About The Position

The Manager, Contact Center Analytics & Solutions leads analytics delivery and decision support for International and Casino Contact Centers. This role partners closely with Operations, Digital, E‑commerce, and Technology teams to deliver actionable insights that improve operational performance, agent productivity, and automation outcomes across voice and digital channels. The role operates in a high‑visibility, fast‑moving environment and requires strong hands‑on analytics capability, excellent communication, and the ability to independently drive work from intake through executive readout.

Requirements

Bachelor’s degree in Analytics, Data Science, Business, Engineering, or equivalent experience
Advanced SQL expertise, including complex query development and multi‑source data modeling
Advanced Power BI experience, including data modeling, DAX, and executive‑level dashboarding
Strong understanding of Contact Center operations, data, and technology, across voice and digital channels
Excellent communication and presentation skills, with the ability to influence senior stakeholders
Experience supporting International and/or Casino business units
Experience leading teams in a fast-paced environment, effectively managing workload prioritization, and competing business needs.
Demonstrated ability to identify and execute operational performance and automation opportunities
Experience with contact center platforms such as Genesys, Avaya, Cresta, or similar
Experience with speech analytics, intent‑level analysis, or self‑service optimization
Experience operating in a global, matrixed organization
Proactive ownership and accountability
Analytical rigor and attention to detail
Executive presence and stakeholder management
Ability to operate effectively in ambiguous, time‑sensitive environments
Collaborative, cross‑functional mindset

Responsibilities

Serve as the primary analytics partner for International and Casino Contact Center business units, supporting leadership with timely, data‑driven insights
Design, maintain, and optimize SQL‑based datasets and Power BI reporting to support operational performance, productivity, and service demand analysis
Develop clear, executive‑ready dashboards, presentations, and narratives that translate complex data into business‑relevant outcomes
Identify opportunities to improve operational efficiency, reduce service minutes, increase agent productivity, and support cost‑to‑serve optimization
Lead analytics supporting automation and self‑service initiatives, including Conversational IVR, Agent Assist, speech analytics, and digital deflection
Quantify and track performance improvement and automation impact, including containment, deflection, and productivity lift
Partner with Omnichannel service teams (E‑commerce, Digital, Trade support, Webchat, Messaging) to align metrics and support end‑to‑end customer journeys
Collaborate with technology and platform teams to ensure analytics requirements are incorporated into system launches, migrations, and enhancements
Support global stakeholders across regions and time zones with strong prioritization, communication, and delivery ownership
Lead and develop a team of analysts, providing coaching, performance feedback, and prioritization guidance to ensure high-quality, timely delivery of analytic solutions