Workforce Real Time Analyst - REMOTE - US

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel inviting guests to savor the journey.

Were looking for an experienced Workforce Real Time Analyst to fill this role. The Workforce Real Time Analyst is responsible for performing a full range of activities that will positively impact the program through real-time management of resources to maximize efficiency and occupancy. This role involves managing muti-brand contact center Holland America Line Seabourn and Cunard to ensure staffing and service levels are optimized. The Workforce Real Time Analyst serves as a crucial link between data insights and operational execution proactively identifying and mitigating issues while communicating effectively with various stakeholders. The ideal candidate will have strong analytical skills experience in workforce management and excellent communication abilities.

Heres a summary of what Holland America Line is looking for in its Workforce Real Time Analyst. Is this you

Responsibilities

• Real-Time Monitoring: Monitor real-time adherence and performance metrics to ensure optimal contact center operations.
• Adjust skillsets and call overflow routing as needed to meet service level goals and to maximize staffing utilization and efficiency. Administers volume contingency action plans deemed necessary and appropriate keys daily exception requests and updates schedules.
• Manage scheduling and update NICE IEX WFM per direction and guidelines provided by Workforce Management Forecasting & Scheduling Analyst. Manage vacation availability and requests in NICE IEX WFM.
• Communicate and schedule requests from supervisors and staff for time needed off phones due to team huddles meetings interviews projects call outs training coaching QA sessions or others. First line of support for frontline-agent troubleshooting including basic troubleshooting support such as password resets network and PC troubleshooting.
• Reconciling employee timecard data with company policies and preparing it for accurate payroll submission. Other duties as assigned.
• Adheres to Corporate Policies and Procedures including Code of Conduct Audit Procedures and any control related responsibility for financial data entered stored or reported via business systems within employees control (list not exhaustive). Ongoing Obligation

Requirements

• Proficiency in workforce management and ACD systems like NICE CXone and NICE IEX.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Experience in a contact center environment preferably within the travel or hospitality industry.
• Proven track record of optimizing service levels and improving operational efficiency.

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Base Hourly Range: $18.94 to $25.58. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates qualifications and experience uniquely.

Our CultureStronger Together

Our highest responsibility and top priority is compliance environmental protection and the health safety and well-being of our guests the people in the communities we touch and serve and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials Corporate Vision Statement and our Core Values at: America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable laws regulations and ordinances.

Americans with Disabilities Act (ADA)

Holland America will provide reasonable accommodations with the application process upon your request as required to comply with applicable you have a disability and require assistance in this application process please contact

#HAL