Position Summary:

Workforce planning analyst analyzes and examines the contact center business to define needs and/or opportunities; gathers and analyzes the data and recommends a course of action. This role is essential to the success of the contact center to help maintain optimal staffing, achieve performance metrics and accomplish pax and revenue targets. Understands the patterns and features of contact center business, provides forecasts and tracks, monitors trends and staffing is key to this role. Communicates and supports to contact center leadership team for daily operations and decision making is crucial.

Essential Duties and Responsibilities:

Workforce Management and planning (30%)

• Understands weekly/monthly staffing patterns and be responsible to create and assist in intra-day/weekly/monthly rotation scheduling and performance reports.
• Support management of overtime, undertime and time-off planning. [UCJ1]
• Responsible for developing and maintaining contact center staffing reports by collecting, analyzing and summarizing data and trends.
• Works with business leadership to advice of any staffing shortages/overages by utilizing historical data and established data models.
• Ensure optimal staffing levels are met for short-term and long-term business needs and match to business scale.
• Reviews business needs and actual staffing. Conducts root cause analysis and recommends new scheduling models to best meet contact arrival patterns or staffing variances.

Real Time Performance Monitoring (30%)

• Responsible for designing, creating, preparing and generating required dashboard and reports in requested frequency in a timely and accurate manner.
• Reviews real-time monitoring and historical data to track and understand the business performance and patterns in the contact center with leadership team.
• Stays connected to the business to understand reporting needs on a continuous basis to ensure all department goals can be achieved.
• Supports leadership team to ensure staffing, call routing, service levels, abandonment, conversion, attendance and other requirements are at the optimal levels for all functions and channels of the contact center.
• [UCJ2] Utilizes reports and data to assist and support business for identifying aspects of daily operational duties that in need of improvement, troubleshooting, and/or implementing a more efficient process.
• Understands contact center database structure and the meaning of business data and able to create correlations to the performance.

[UCJ3] [UCJ4]

Forecast Management (30%)

• Supports to analyze and develop annual, monthly, daily and interval forecasts for contact volume, target pax build and revenue associate with different functions and channels.
• Supports to analyze and develop forecasts for staffing, incentive, overtime and other required objects by leveraging and managing historical data with contact center features.
• Work with business leadership and other departments to understand key drivers and continuously to optimize the forecasts.
• Monitors forecasted targets to actual on daily/weekly/monthly/annual basis, works together with leadership team to respond to gaps or issues and establish correlation reports for operational performance and implements necessary adjustments to achieve goals.

Others (10%)

• Fulfills ad-hoc reporting requests from line manager and leadership team.
• QA for new systems or platforms.
• Serve as IT liaison to provide support for contact center to optimize business process efficiency.
• Support contact center projects as requested.
• Performs any other duties as required.

Financial Responsibilities:

N/A

Qualifications:

• Bachelor’s degree in financial / business management.
• 2 to 4 years related working experience in financial / business analysis or related field preferred.
• Knowledge or experience in contact center is preferred.
• Experience in sales or marketing is preferred.

Knowledge and Skills:

• Analytical skills to collect and present data. Ability to efficiently and accurately interpret data to all stakeholders.
• Detail oriented is a must to ensure accuracy in data and analysis.
• Excellent knowledge of Microsoft Excel, Word and PowerPoint is required.
• Knowledge of Oracle SQL, Microsoft Power BI, AS400 or equivalent mainframe reservation system is preferred.
• Excellent communication skills to work and interact with all counterparties across functions and departments.
• Self-motivated and eager to learn new skills and knowledges.
• Good English in oral and writing.

Physical Demands:

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. While performing job functions the employee is regularly required to sit, and stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move out the office complex, may travel to other office locations and may lift, push, pull or move 10-15 pounds. The employee is occasionally required to walk to the dock, ascend and descend the vessel. This position may regularly travel domestically or internationally. Visual requirements include distant, close and color vision, and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside/outside the office, travel to other offices, as well as domestic, international, and shipboard travel. A high noise level is possible if visiting shipboard or offsite locations. 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. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

1]Removed as this is repeated in the knowledge and skills section

2]Repeated point

3]Added to the first point of section

4]This is more of the responsibility of the senior

上班地址：东大名路358号国际港务大厦1601室