Sr. Analyst Contact Center Analytics and Workforce Planning

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

MSC Cruises, the world’s third largest and fastest growing cruise line, is expanding its Channel Analytics organization. MSC Cruises is seeking a Sr Analyst, Contact Center Analytics & Workforce Planning. This role is responsible for delivering impactful insights that support both near-term operational execution and longer-term commercial outcomes for the contact center. This individual will collaborate closely with Channel Analytics leadership as well as Contact Center leadership to ensure that contact center analytics are well understood and optimized.

MSC is a family owned company offering competitive salary as well as second to none benefits including exclusive employee cruise privileges. This is a hybrid position requiring 4 days per week in the office, in Miami, Florida

Your Impact

• Use quantitative and qualitative data to identify trends, risks, and opportunities, delivering actionable insights that support planning & decision making for contact center leadership
• Understand business requirements and design data models, dashboards, queries, and data sets that deliver consistent, repeatable, and automated insights to improve Contract Center performance
• Identify and redesign manual, high-effort processes to automated, low-touch solutions using PowerBi, Power Automate, and other available tools that enable fast and consistent reporting
• Develop and maintain forecasts and forward-looking analytical views that drive planning and proactive operational decision-making
• Conduct tactical deep dives into specific issues and take a project oriented approach to research, identification of root cause and elimination of recurrence
• Cultivate and maintain a positive, service-oriented culture of continuous improvement that drives service experiences and business efficiencies for guests, travel advisors and MSC team members.

Your Journey so far

• BS in math, business administration, economics, computer science or another related discipline
• 3 years of progressive experience in cruise industry or call center analytics
• Demonstrated competency with SQL, SAP BO, and Excel
• Advanced PowerBI experience, including data modeling, DAX, and dashboard performance optimization
• Demonstrated competency with automation of workflows, such as Microsoft Power Automate
• Exceptional communication abilities, including writing, speaking and active listening
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy

Your Essentials

• US Passport or US Permanent Residents
• MSC Cruises USA is an e-verify employer

MSC Cruises USA is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!