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Contact Centre Analyst

Posted 12 April by NCL (Bahamas) Ltd Ended


Provide Contact Centre Analytical support for both on Phone and Offline (Email, Chat, Social channels) to Passenger Service team.

To work closely with International Ops team to ensure medium - long term (2 weeks - 12 months) call forecast. Capacity models are created using excel & via WFM technology.

Call Centre Analyst will own the customer journey (call flow) by working closely with Operations, Telecoms team and the Vendor to ensure we offer Premium customer experience.

Will provide business support to Call Center, and be the first level contact for all technical support relating to Offline solution (Freshdesk). Provide coaching to call center management, team leads & agents in all international offices and contact centers. Work extensively with all teams to develop synergy across offices and reduce wastage.

Provide support in preparing the business case for new technology (speech recognition, speech analytics etc) for passenger services.

Assist in preparing budget for Passenger Services, recommend and implement operational improvements for business efficiencies.


Forecasting and Scheduling

Produce short to long term plans (and Schedules in WFM) focusing on supply and demand drivers.

Identify and highlight medium to long term performance/service risks to Operations, providing insightful commentary and making and tracking recommendations

Lead and contribute to formal interactions to bring SYNERGIES across International offices.

Lead, develop and share best practice across the planning functions across all offices

Support the business by making and driving recommendations on best use of operational resource, operational efficiencies and opportunities

Support Operational teams through tactical planning in order to mitigate KPI risks

Providing input into the overall Business Strategy to ensure alignment with business needs and effective Operational and Strategic Plans

Analyzes staffing requirements and recommends schedule adjustments in order to optimize staffing levels and meet departmental performance goals on a daily basis for all areas within the Passenger Services Call Centres

Assists call center supervisors and managers with issues, questions and problems regarding all operational functions related to TotalView, Avaya CMS Supervisor and witness


Develop insightful weekly/monthly dashboards for Leadership team for all areas (department and agent level), to measure performance

Produce actionable performance MI (what worked, what didn’t and what can be improved) to support operational focus on key metrics

Undertake weekly / monthly 'planned vs actual’ analysis, carry out detailed root cause analysis to provide challenge & improve planning accuracy

Research and Identify call volume/call arrival patterns, make suggestions for changes and improvements

Provide full impact assessment & advice on business change/projects

Define, develope and implement Capacity Models and a range of Capacity to meet business requirements

Incentive management for all Passenger Service

Supporting Off phone application (Freshdesk)

Support the business by ensuring that technical problems and issues relating to Freshdesk are addressed in a professional and timely manner

Assure that Freshdesk software and local management teams are following necessary standards and processing assignments as expected

Work with IT / Vendor to develop efficiency of these channels

Ensure that the leadership team has the necessary reporting to appropriately measure & manage agent performance.

Conduct/facilitate training activities for call center staff.

Will be required to enhance the use of Freshdesk while filtering requests to provide economies of scale and maintaining one solution across the markets.

Recommend improvements to Management in Freshdesk product through research and feedback to prevent future complaints of a similar nature. Must be able to identify and propose solutions to problems located within the Freshdesk system

Perform User acceptance testing (UAT) for Freshdesk defect and enhancements

Financial Responsibilities

Assistance in preparing Annual Operating Plan and Financial budgets for Passenger Services

Manage project budget to support Passenger Services related technology initiatives


Reports to the Manager Planning and Analysis International and responsible for developing the role of Intern - Planning and Analysis (Dotted line management)

Expected to advise management of all headcount, schedules, daily staffing variations, and regular budget updates as they relate to the overall performance of the Passenger Services Contact Centers.



Good understanding of Contact Centre resource planning methodologies

Knowledge of back office resource planning technologies such as Total View / Calabrio would be an advantage

Ability to disseminate large amounts of information, shape into detailed plans and reports and present conclusions

Ability to develop strong internal relationships and interact and influence at all levels

Personally committed to quality, delivery and improvement

Strong communication skills both written and verbal

Ability to create reports with high visual impact

Strong analytical skills and highly numerate

Attention to detail and accuracy

Strong organisational, planning and time management skills with the ability to prioritise multiple tasks, working to challenging deadline

Committed team player


Must have medium & long term forecasting & capacity planning experience

Must have working knowledge of Avaya CMS supervisor

Advanced Excel knowledge essential

Highly motivated and possesses `a can do" attitude while being proactive and enthusiastic

Bachelor’s degree preferred and/or 3-5 years’ experience, preferably in the travel industry.

We offer a competitive salary, free car parking, pension, private medical scheme and other excellent benefits.

Shortlisted Candidates will be contacted within 30 days of their application being received.

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Required skills

  • Advanced Excel
  • Analytical Skills
  • Business Strategy
  • Avaya
  • Call Center

Reference: 34888778

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