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Analyst Sr., Communications Report & Analysis

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Job ID 1854 Date posted 08/31/2021

Job Description


Job summary

The main role is to provide analytical and reporting support for Sales & Services Contact Center. Additional responsibilities are assisting in the creation of the budget and forecast for Call Volume (Gross to Net) working with the Work Force Planning, Call Center Operations and Business Intelligence teams.  In order to accomplish their responsibilities the Sr. Analyst will work in SQL Developer, Tableau and various other system tools to create/design new datasets within our Data warehouse which will lead to the development of business & financial analysis models and reports designed to provide users with easy access to business decision information. The Sr. Analyst will maintain effective communication with Sr. Management team related to high interest projects (various Call Center Operations daily and intraday dashboards). Provide and support the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes and new responsibilities.

Essential functions

  • Partner with Work Force Planning in the preparation and reporting of the Operational Contact Center Call Volume Monthly Forecast
  • Creation and Analysis of Daily, Weekly & Monthly Operational Contact Center reports (Call Volume, Bookings, etc.)
  • Responsible for preparing and presenting monthly executive contact center call and staffing updates to SVP and VP of contact centers
  • Partner and collaborate with WFP in the preparation and documentation of the Operational Contact Center Call Volume and annual budget
  • Creation and Analysis of Ad hoc Reports to provide recommendations to manager and sr. director for commercial operations enhancements
  • Responsible for the ownership of and full accountability of dashboard enhancement and maintenance

Education/skills

Finance/Accounting or Equivalent

5 Years of relevant experience

MS Excel, Word, Hyperion, SQL Developer, Tableau

Experience as financial analyst, accuracy, analytical and organizational skills, knowledge of budget analysis and reporting, effective communication skills, ability to work with minimal supervision. Previous experience in contact center analytics helpful

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.

Ethics and compliance

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.

Physical demands,travel and work conditions:

Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

No or very little travel likely

Work primarily in a climate controlled environment with minimal safety/health hazard potential


About Us

Carnival Cruise Line is the most popular cruise brand in North America and operates a fleet of ships designed to foster exceptionally safe, fun and memorable vacation experiences at an outstanding value. Our employees have a responsibility to be accountable for all actions. We consider the environment in all aspects of our business and have a responsibility to put safety and sustainability first. We live and share a positive attitude which is based on fostering an environment of inclusion, trust, a willingness to listen, openness and integrity. Doing this helps us to achieve our ultimate goal, which is to include FUN in everything we do! Speaking of fun, we are officially certified as a Great Place to Work aboard our ships as well as in our global corporate headquarters!

Carnival Corporation & plc 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. 

Benefits as a member of Carnival's Team:
  • A comprehensive benefit program which includes medical, dental and vision plans
  • Additional programs include company paid term life insurance and disability coverage and a 401(k) plan that includes a company match
  • Employee Stock Purchase plan
  • Paid vacation and sick time
  • Cruise benefits
  • An on-site fully accredited preschool educational program located at our Doral campus
  • An on-site Wellness Center and Health clinic at our Doral campus
To view a copy of Carnival’s FMLA, EEO and EPPA posters please visit: (click or copy and paste link into your browser)



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CORPORATE

What is it that makes Carnival Corporation & PLC such a desirable place to build a rewarding career? The truth is, there are all kinds of reasons, from great benefits to outstanding opportunities to grow and reach your potential.

Carnival Corporation & PLC is a global cruise company and one of the largest vacation companies in the world. Our portfolio of brands includes Carnival Cruise Line, Holland America Line, HAP, Princess Cruises and Seabourn in North America; P&O Cruises and Cunard in the United Kingdom; AIDA Cruises in Germany; Costa Cruises in Southern Europe; and P&O Cruises in Australia.

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CARNIVAL CRUISE LINE

Working with Carnival Cruise Line is an opportunity to shape the future of one of the largest brands in the cruise business - all while developing a career that you can really be proud of.

Carnival Cruise Line is a leader in contemporary cruising and operates 20+ ships designed to provide fun and memorable vacation experiences at an outstanding value. As one of the most recognizable brands in the cruise business, Carnival Cruise Line has a broad appeal to families, couples, singles and seniors. One common denominator among all of our guests is their desire to enjoy a great vacation - something we never fail to deliver.

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