Workforce Planning Analyst (Remote)

Job ID 6425 Location Miami, Florida Date posted 06/15/2023

JOB SUMMARY:
The Workforce Planning Tracking and Real Time Analyst is responsible for analyzing call volume, staffing levels, schedule adherence, and call center performance data to ensure that KPI’s are being met. They are to identify and anticipate issues; react to changing situations with solutions, timelines and sense of urgency. Provide reports and recommendations to management on calls trends and performance levels. Perform other job-related functions as assigned.
JOB SUMMARY:

• Maintain eWorkforce Management software (Alvaria); includes adding of new hires, changes to department, supervisors, and removal of associates upon resignation/termination. Ensure staffing numbers are accurate and updated within Alvaria and CMS Agent Groups. Provide Alvaria training for Contact Center new hires.
• Monitor real time adherence/staffing and communicate with contact center team to ensure on/off phone activity is managed efficiently throughout the day. Based on agent performance metrics, make recommendations to management based on Key Performance Indicators, (KPIs) level gaps and needs. Monitor outsourcing contact center partner staffing levels and utilization.
• Analyze and adjust agent skill levels based on WFP Matrix and make necessary recommendations to ensure efficiencies and meeting KPI’s.
• Analyze and generate call count reports to senior leadership with call volume, AHT, staffing, and booking information including detailed explanation for any unexpected variances and missed KPI’s.
• Analyze call volume and staffing needs to determine overtime, undertime and communicate to contact center teams on needed coverage to ensure KPI’s are being met. Analyze trends and variances to call levels to determine if they are within acceptable ranges of the forecast plan. These include call volume, AHT and staff shrinkage. When needed provide previous day analysis detailing reason for not meeting KPI’s, operations actions and end results based on the plan of action.
• Manage scheduling and optimization of exceptions for activities such as seminars; trainings, meetings, breakout sessions, coaching, and town halls events based on staffing demands and without impacting service levels.
• Analyze and maintain the entitlements, (PTO, Sick Floating Holiday), and group allowance within the Workforce Management tool, based on historical trends and staffing levels. Based on the analysis, provides the time off allowances for the contact center workforce to adjust according. Manage the PTO bid process to ensure compliance with the ranking system rules. Analyze PTO submissions and approve/deny based on their effect on operations.
• Meets with call center Coaches/Managers to maintain strong relationships by collaborating with them on identified opportunities for improvement in both efficiency and agent satisfaction. Support call center coaches on reviewing schedule adherence and changes in trends.

QUALIFICATIONS:

• Experience with a call management system (Avaya preferred
• Ability to work with minimal supervision
• Proficient in Workforce Management software – Aspect/Alvaria and Avaya CMS; including preparing ADHOC reports
• Understanding of KPIs and how they impact business results
• Comfortable and familiar with working from remote location including technical skills required, time management, and self-starter.
• Minimum 1 years Workforce Planning Experience
• Experience with an established WFM tool
• Experience of tracking and reporting service performance
• Adaptability and flexibility in their work schedules
• Microsoft Office, including Excel proficiency.
• Strong analytical, organizational and communication skills.
• High School Diploma or GED
• Experience with a Workforce Planning tool (Alvaria preferred)
• Minimum 2 years of Contact Center Experience.
• Ability to define problems, collect data, establishes facts and draws a valid conclusion
• Strong analytical skills to manage and report metrics such as Abandon Rate, Average Speed of Answer, (ASA), , Handle Times, SLA, Utilization.
• Workforce Planning experience – Real Time Analyst, Tracking or Planning preferred
• Assertive, professional demeanor.

The hourly rate for this role is $39,500- $48,000. Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.
At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Management roles are also eligible for an additional vesting equity plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Holidays – All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday to be taken at the employee’s discretion.
• On-site preschool program, wellness center, and health clinic at our Miami campus
• Health Benefits:
• Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
• Employee Assistance Program and other mental health resources
• Other Benefits
• Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
• Employee Stock Purchase plan
• 401(k) plan that includes a company match
• Paid Time Off
• Cost-effective medical, dental and vision plans
• Personal and professional learning and development resources including tuition reimbursement
• Additional programs include company paid term life insurance and disability coverage
• Financial Benefits:
• Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.

About Us
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.
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 orsensory disability, or any other classification protected by applicable local, state, federal, and/or international law.