RemotevilleRemote Call Center Staffing Analyst Job in UK Norwegian Cruise Line Holdings Ltd.
Call Center Staffing Analyst Norwegian Cruise Line Holdings Ltd.
£ -
Analytical SkillsAvaya CMSContact Center OperationsContent Management SystemsForecastingIEXReporting & AnalysisSchedulingWorkforce ManagementWorkforce PlanningWorkforce Monitoring PlanningNICE WFMContact CentreMS Office Excel
Mid-level (3-4 years) - Senior (5-8 years)
UK
15065+ employees
Hospitality
Open for applications
Role
Who you are
- Degree in Business Administration or related field preferred; or any equivalent combination of relevant work skills and experience
- Minimum 2 years’ experience with workforce monitoring planning, preferably within a Contact Centre
- Strong comprehensive knowledge of NICE WFM and Avaya CMS
- Excellent planning, organizational, and written/verbal communication skills
Desirables
- Analytical Skills
- Attention to Detail
- Strong Numerical Insight
What the job involves
- Execute tasks related to forecasting headcount requirements and producing schedules to meet objectives
- Monitor and analyze call volume, call patterns, and traffic flow for multiple lines of business
- Develop optimal schedules to meet forecasted call volume and established KPI goals
Company
Company mission
Operating as a leading global cruise company, Norwegian Cruise Line Holdings Ltd. aims to provide exceptional cruise experiences through its brands while prioritizing customer satisfaction and service excellence.Company benefits
- Private Medical Insurance
- Free car parking nearby
- Pension Scheme
- Remote Working
- 6 weeks paid sickness
- Discounted Cruise Program
- 25 days paid holiday + 8 Bank Holidays
- Bus Discounts
Company values
- Innovation
- Customer Service
- Diversity
- Excellence
Company HQ
MiamiFounders
Frank Del Rio (President and CEO)