Contact Center Operations Data Analyst

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Silversea Cruise Brand has an exciting career opportunity for a full time Contact Center Operations Data Analyst on the Guest Relations Team reporting to the Manager, Guest Experience Data Analytics.

This position will work onsite in Miami, Florida

Position Summary:

The Contact Center Analytics & Solutions team is seeking a Data Analyst who will be responsible for delivering impactful insights into key business decisions and supporting projects/building tools that empower our end users to work efficiently. The right person for this role has exceptional analytical capabilities, thrives in a fast-paced environment, loves problem-solving, is a great communicator, and is passionate about our end user experience. 

Essential Duties and Responsibilities:

• Conduct analysis to drive valuable business insights, using internal analytics tools, ie SQL to access and manipulate from disparate data sources.
• Build intuitive presentations, interfaces, infographics, and data visualizations to tell stories with data that convey key performance metrics, significant trends, and relationships across contact centers.
• Analyze user behavior to identify patterns, uncover opportunities and create a common understanding how people are interacting with our reporting content.
• Ideate and develop new metrics and analytical approaches, measuring performance for both tactical and strategic decision-making for contact centers.
• Lead projects and requests from end-to-end, defining business needs, developing strategies, and solutions that empower internal teams operate efficiently.
• Spearhead ongoing efforts to better understand sub growth and identify future opportunities through analysis and reporting. 

Qualifications, Knowledge and Skills:

• 2+ years of relevant work experience in analytics and/or business intelligence or related field.
• Strong analytical skills with a proficient ability to read/write complex SQL queries for data analysis Experience with data visualization tools (Tableau, Powerbi, etc.) and strong storytelling skills for technical and non-technical audiences.
• Microsoft office tools i.e. Word, Excel, Outlook, PowerPoint, Access.
• Strong and effective communication, presentation and written skills and ability to work in global environment.
• Experience collecting internal customer feedback and requests, empathizing with their challenges and opportunities.
• Collaborative, self-motivated with a desire to lead strategic problem solving, execution and ownership.

Preferred Qualifications:

• CSPO Certification and formal understanding of Agile Scrum practices.
• Degree in an analytical area such as Mathematics, Statistics, Operations Research, Business or equivalent.
• Other programing knowledge skills (Python).
• Other application knowledge such as Oracle, Hyperion, AS400 or equivalent mainframe system.
• Understanding of data warehousing concepts, relationship entity diagrams and relational databases.
• Familiarization with Contact Center environment.

We know there’s a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We’ll hope to see you onboard soon!

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. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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