Analyst, Workforce Planning

About the role

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.

Responsibilities

• 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.
• Provide previous day analysis detailing the reason for not meeting KPIs, operations actions, and end results based on the plan of action.
• Maintain eWorkforce Management software (NICE IEX ); including adding new hires, changes to department, supervisors, and removal of associates upon resignation/termination. Ensure staffing numbers are accurate and updated within NICE IEX and NICE CXONE . Provide NICE Webstation training for Contact Center new hires.
• 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.
• Perform other job-related functions as assigned.

Requirements

• 1-2 years of Workforce Planning experience required. 2 years of Contact Center experience
• Bachelor's Degree preferred in Human Resources, Business, Organizational Development, or related field.
• 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.
• Comfortable and familiar with working from remote location including technical skills required, time management, and self-starter.
• Proficient in Workforce Management Software/Tool – NICE IEX and NiCE CXONE, including preparing ADHOC reports.

Benefits

• 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

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.