The Workforce Planning Tracking and Real Time Analyst is responsible for
analyzing call volume, staffing levels, schedule adherence, and call center
performance data to ensure that KPIs are being met. They are to identify and
anticipate issues; react to changing situations with solutions, timelines, and a
sense of urgency. Provide reports and recommendations to management on calls
trends and performance levels. Perform other job-related functions as assigned.
Essential Functions
Analyze call volume and staffing needs to determine overtime, and undertime
and communicate to contact center teams on needed coverage to ensure KPIs are
being met. Analyze trends and variances to call levels to determine if they
are within acceptable ranges of the forecast plan. These include call volume,
AHT, and staff shrinkage. When needed provide previous day analysis detailing
the reason for not meeting KPIs, operations actions, and end results based on
the plan of action.
Monitor real-time adherence/staffing and communicate with the contact center
team to ensure on/off phone activity is managed efficiently throughout the
day. Based on agent performance metrics, make recommendations to management
based on Key Performance Indicators, (KPIs) level gaps and needs. Monitor
outsourcing contact center partner staffing levels and utilization.
Manage scheduling and optimization of exceptions for activities such as
seminars; training, meetings, breakout sessions, coaching, and town hall
events based on staffing demands and without impacting service levels.
Analyze and generate call count reports to senior leadership with call
volume, AHT, staffing, and booking information including detailed explanation
for any unexpected variances and missed
KPIs.
Maintain eWorkforce Management software (Alvaria); including adding new
hires, changes to department, supervisors, and removal of associates upon
resignation/termination. Ensure staffing numbers are accurate and updated
within Alvaria and CMS Agent Groups. Provide Alvaria training for Contact
Center new hires
Analyze and maintain the entitlements, (PTO, Sick Floating Holiday), and
group allowance within the Workforce Management tool, based on historical
trends and staffing levels. Based on the analysis, provide the time off
allowances for the contact center workforce to adjust according. Manage the
PTO bid process to ensure compliance with the ranking system rules. Analyze
PTO submissions and approve/deny based on their effect on operations.
Meets with call center Coaches/Managers to maintain strong relationships by
collaborating with them on identified opportunities for improvement in both
efficiency and agent satisfaction. Support call center coaches on reviewing
schedule adherence and changes in trends.
Analyze and adjust agent skill levels based on the WFP Matrix and make
necessary recommendations to ensure efficiencies and meeting KPIs.
Performs other duties as assigned
Qualifications
1-2 years of Workforce Planning experience required. CCL Contact Center
experience preferred
Bachelor's Degree preferred in Human Resources, Business, Organizational
Development, or related field.
Knowledge, Skills, and Abilities:
Microsoft Office, including Excel proficiency.
Strong analytical skills to manage and report metrics such as Abandon Rate,
Average Speed of Answer, (ASA), , Handle Times, SLA, Utilization.
Understanding of KPIs and how they impact business results.
Ability to define problems, collect data, establish facts, and draw a valid
conclusion.
Strong analytical, organizational, and communication skills.
Experience of tracking and reporting service performance.
Ability to work with minimal supervision.
Assertive, professional demeanor.
Experience with an established WFM tool.
Comfortable and familiar with working from remote location including
technical skills required, time management, and self-starter.
Adaptability and flexibility in their work schedules.
Proficient in Workforce Management software – Aspect/Alvaria and NiCE CMS;
including preparing ADHOC reports.
Workforce Planning tool (Alvaria preferred); Call management system (NiCE
preferred)
Physical Demands: Must be able to remain in a stationary position at a desk
and/or computer for extended periods of time.
Travel: No or very little travel likely
Work Conditions: Work primarily in a climate-controlled environment with minimal
safety/health hazard potential.
This position is classified as “remote.” As a remote role, it allows employees
to work full-time from their home. It may also require regular travel to
Carnival headquarters in Miami, FL for in-office collaboration. Sourcing of
candidates is primarily done in Carnival’s remote hubs of Orlando, Tampa,
Atlanta, Houston, and Dallas. If the search is extended past those areas,
candidates must be located in one of the following U.S. states: FL, GA, TX and
NC
Offers to selected candidates will be made on a fair and equitable basis, taking
into account specific job-related skills and experience.
At Carnival, your total rewards package is much more than your base salary. All
non-sales roles participate in an annual cash bonus program, while sales roles
have an incentive plan. Director and above roles may also be eligible to
participate in Carnival’s discretionary equity incentive plan. Plus, Carnival
provides comprehensive and innovative benefits to meet your needs, including:
Health Benefits:
Cost-effective medical, dental and vision plans
Employee Assistance Program and other mental health resources
Additional programs include company paid term life insurance and disability
coverage
Financial Benefits:
401(k) plan that includes a company match
Employee Stock Purchase plan
Paid Time Off
Holidays – All full-time and part-time with benefits employees receive days
off for 8 company-wide holidays, plus 2 additional floating holidays to be
taken at the employee’s discretion.
Vacation Time – All full-time employees at the manager and below level
start with 14 days/year; director and above level start with 19 days/year.
Part-time with benefits employees receive time off based on the number of
hours they work, with a minimum of 84 hours/year. All employees gain
additional vacation time with further tenure.
Sick Time – All full-time employees receive 80 hours of sick time each
year. Part-time with benefits employees receive time off based on the
number of hours they work, with a minimum of 60 hours each year.
Other Benefits
Complementary stand-by cruises, employee discounts on confirmed cruises,
plus special rates for family and friends.
Personal and professional learning and development resources including
tuition reimbursement.
#LI-RM1
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About Us
At Carnival Cruise Line, our mission is to consistently deliver safe, fun, and
memorable vacations at a great value. As the world’s most popular cruise line,
we offer a variety of unique experiences across our fleet, ensuring that every
voyage is filled with excitement and discovery. From world-class entertainment
and dining to exploring stunning destinations, we create lasting memories for
our guests while maintaining a dedication to the places we visit and the lives
we touch.
Join us and embark on a career that offers not only the chance to grow
professionally but also the opportunity to be part of a global community that
makes a difference.
In addition to other duties/functions, this position requires full commitment
and support for promoting ethical and compliant culture. More specifically, this
position requires integrity, honesty, and respectful treatment of others, as
well as a willingness to speak up when they see misconduct or have concerns.
Carnival Corporation and Carnival Cruise Line is an equal employment
opportunity/affirmative action employer. In this regard, it does not
discriminate against any qualified individual on the basis of sex, race, color,
national origin, religion, sexual orientation, age, marital status, mental,
physical or sensory disability, or any other classification protected by
applicable local, state, federal, and/or international law.
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