Workforce Real Time Analyst - REMOTE - US

Princess Cruise Lines USA-posted 7 months ago
$18 - $25/Yr
Full-time • Entry Level
Remote • Seattle, WA
Water Transportation
Resume
Match Score
Upload and Match ResumeTrack Jobs with Teal

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey. We're looking for an experienced Workforce Real Time Analyst to fill this role. The Workforce Real Time Analyst is responsible for performing a full range of activities that will positively impact the program through real-time management of resources to maximize efficiency and occupancy. This role involves managing multi-brand contact center Holland America Line, Seabourn and Cunard to ensure staffing and service levels are optimized. The Workforce Real Time Analyst serves as a crucial link between data insights and operational execution, proactively identifying and mitigating issues while communicating effectively with various stakeholders. The ideal candidate will have strong analytical skills, experience in workforce management, and excellent communication abilities.

  • Monitor real-time adherence and performance metrics to ensure optimal contact center operations.
  • Adjust skillsets and call overflow routing as needed to meet service level goals and to maximize staffing utilization and efficiency.
  • Administer volume contingency action plans deemed necessary and appropriate, key daily exception requests and update schedules.
  • Manage scheduling and update NICE IEX WFM, per direction and guidelines provided by Workforce Management Forecasting & Scheduling Analyst.
  • Manage vacation availability and requests in NICE IEX WFM.
  • Communicate and schedule requests from supervisors and staff for time needed off phones due to team huddles, meetings, interviews, projects, call outs, training, coaching, QA sessions, or others.
  • Provide first line of support for frontline-agent troubleshooting, including basic troubleshooting support such as password resets, network and PC troubleshooting.
  • Reconcile employee timecard data with company policies and prepare it for accurate payroll submission.
  • Adhere to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employee's control.
  • Proficiency in workforce management and ACD systems like NICE CXone and NICE IEX.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Experience in a contact center environment, preferably within the travel or hospitality industry.
  • Proven track record of optimizing service levels and improving operational efficiency.
  • Cruise and Travel Privileges for You and Your Family
  • Health Benefits
  • 401(k)
  • Employee Stock Purchase Plan
  • Training & Professional Development
  • Tuition & Professional Certification Reimbursement
Track Jobs with Teal

Job Search Resources

•
Resume Builder
•
Real Time Analyst Resume Examples
•
Cover Letter Examples

Tools

Career Hubs

Guides

Company

© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service