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Supervisor,Work force planning,Tracking and Real Time
Job Description
Company: Carnival Cruise Line
Area of Interest: Sales
Location: Miami
State: Florida
Job Title: Supervisor,Work force planning,Tracking and Real Time

Job Description:

We are seeking a Supervisor to lead our Workforce Planning, Forecasting and Scheduling team.  This individual will be responsible to create and analyze forecasts, service levels, average call handling times and other key performance indicators. Plan for customer contacts and staffing requirements based on historical trends, drivers, shrinkage, events, etc… Assist with improving and optimizing shared services. Provide input to improve overall customer service results. Share and apply constructive feedback about call volume forecast and scheduling accuracy. Help to administer Workforce processes and system upgrades.

Essential Functions:

  • Efficiently coordinate the daily activities, workflow, and processes of the Forecasting & Scheduling team
  • Review forecasting performance and scheduling accuracy daily.
  • Analyze and submit monthly/weekly/annual call volume and staffing forecasts (3M, budget, etc…
  • Provide analysis and solutions for workforce challenges daily
  • Develop and maintain forecasting/scheduling worksheets and reports.
  • Ensure the consistency, enhancement, and documentation of Workforce Planning processes
  • Identify opportunities for improvement and development of operating processes and procedures
  • Resolve escalated issues and ensure members on team are fully knowledgeable and aware of roles, responsibilities and accountability.
  • Coach and develop Workforce Planning team members and provide timely performance feedback.

Minimum of High School Diploma 

2-3 years of Workforce Planning experience, with minimum 1 year forecasting or scheduling experience Minimum 4 years of experience in a call center environment, including customer service experience. Supervisory experience preferred 

  • Experience in a call center environment, including customer service and supervisory experience.
  • Experience with Workforce Planning Tool (Aspect preferred).                                                                        Experience with call management system (Avaya preferred)        
  • Microsoft Office and PC proficiency (intermediate to advance level of Excel)  
  • Experience with a Workforce Planning tool (Aspect preferred)
  • Experience with a call management system (Avaya preferred)
  • Microsoft Office and PC proficiency (intermediate to advance level with Excel)
  • Advanced analytical skills and attention to details
  • Excellent listening skills, as well as verbal and written communication skills
  • Supervisory skills to train and develop team
  • Ability to maintain open communications between all staff and management at all levels
  • Ability to foster creativity by allowing free flow of ideas without judgment
  • Ability to work effectively in a team based environment while remaining accountable for results and decisions

Benefits as a member of Carnival's Team:

  • A comprehensive healthcare program, dental coverage and flexible spending accounts.
  • Company-paid term life insurance and long term disability coverage, employee-paid optional life insurance and other voluntary insurance programs.
  • A 401(k) plan that includes up to a 3% company match after one year of service and a discretionary-profit sharing contribution in your second year of eligible employment.
  • Tuition Reimbursement that provides up to 75% reimbursement for company related professional career development.
  • Employee Stock Purchase plan that provides up to a 15% discount off the Fair Market Value of Carnival Corporation Common Stock.
  • Paid vacation and sick time.
  • Two complimentary "Fun Ship" cruises a year (based on available space and seniority) as well as discounted rates to friends and family in addition to other discounts to local and neighborhood vendors.
  • An on-site fully accredited preschool educational program that provides developmentally appropriate educational programming for families of children ages 6 weeks through 5 years of age and up to 12 years of age during school holidays and summer vacation in addition to drop-in care for those unexpected childcare conflicts.
  • An on-site Health and Wellness Center that provides a full range of activities including weight training machines, free weights, cardiovascular equipment, an aerobic center, massage therapy, certified personal trainers and a wide variety of other programs.
About Carnival Cruise Line

Carnival Cruise Line is the most popular cruise brand in North America and operates 25 ships designed to foster exceptionally fun and memorable vacation experiences at an outstanding value. Carnival Cruise Line is the leading provider of year-round Caribbean cruises and also operates seasonal cruises in Europe, Alaska, New England, Canada, Bermuda, Hawaii, Mexican Riviera and the Panama Canal. The brand caters to a wide consumer demographic, appealing to families, couples, singles and seniors alike. One common denominator among Carnival's guests is the desire for a truly fun, memorable and enjoyable vacation experience.

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 local, state, federal, and/or international law.

For information about FMLA eligibility and guidelines please visit: (copy and paste link into your browser)


Job ID 10056498

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