24 days old

Resource Planning & Reporting Analyst

American Queen Steamboat Operating Co
Fort Lauderdale, FL 33301
  • Job Code
    RESOU007883-00001

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About You:


This person will be adaptable, dynamic, and embody American Queen Voyages RESPECT Service System.


About the Opportunity:


The primary purpose of the Resource Planning and Reporting Analyst is to ensure that we have the right level of
staff assigned to the right tasks, making it simple for guests to contact us via their preferred method, at their
chosen time - receiving the same consistent level of service.


Essential Duties & Responsibilities:


Short term, mid-term, and long-term forecasting across all channels, based on trends
Effective scheduling of resources across varying shifts & sites according to volumes and skill set
to ensure we meet service level agreements within a multi-channel/language Guest Care Center.
Managing real time performance, liaising with the Guest Care Center management team over
changes required to secure performance standards
Managing all aspects of absence and monitoring that it's kept up to date in WFM (planned and
unplanned)
Maintaining capacity plans to support operational delivery
Analysis of gaps and pinch points and suggest shifts for recruitment or other measures such as
training to bridge these successfully.
Manage recruitment plans and liaise with Guest Care Center Manager to ensure on track and
ready for required date
Attrition analysis and provide insight into potential solutions to reduce attrition
Become a subject matter expert in our workforce management system and serve as the go-to
person for all general resourcing queries
Suggest improvements to current processes and reporting to maximize operational efficiency,
while maintaining our exemplary guest experience
Ensure all planning process documents are maintained and kept up to date
Establish and provide Guest Care Center management reporting and analysis on overall Guest
Care Center performance as well as at advisor level, recommending actions to mitigate against
the impact of underperformance
The above is not exhaustive and may require ad hoc reporting as well as assisting real-time
management planning related analysis
Perform other duties as assigned


Requirements & Qualifications:


Education:
High School Diploma or Equivalent Required


Bachelors Degree in Business Administration, Marketing or related field preferred


Skills & Abilities:
Advanced Microsoft Word, Excel, PowerPoint and Outlook skills desired
Excellent written and verbal communication skills and ability to communicate to all levels of
management
Proven track record of working successfully in a team environment
Ability to multi-task, i.e. manage multiple priorities with similar deadlines
Ability to work with a sense of urgency and efficiency
Ability to work in fast-paced, quickly changing environment, while staying on-task to completion
deadlines
Strong analytical and problem-solving skills
Ability to be decisive and hold an entrepreneurial spirit
Must be detail-oriented and extremely organized


Experience:
5+ years in a similar role
Contact Center experience preferred
Travel/tourism, hospitality and/or cruise industry experience preferred


Other:
Must be at least 21 years of age
Submit to and pass alcohol and drug tests including but not limited to pre-employment, random,
reasonable suspicion, and post-accident/incident testing


OUR VALUES - RESPECT


At City Experiences and American Queen Voyages, our mission is to create amazing experiences not only for our guests, but our employees. Our company values (RESPECT) allow us to live out our mission of creating amazing experiences.


RESPECT stands for: Respect, Environment, Safety First, Professionalism, Exceed, Communication and Teamwork.


EEO


The Companyis proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and harassment against any applicants or employees based upon their race, color, religion, national origin, sex, age, sexual orientation, gender identity or expression, mental or physical disability, status as a protected veteran, or other characteristics prohibited by applicable law.


Additionally, we encourage all qualified applicants including those with past arrest or conviction records to apply.The Companyparticipates in the E-Verify program in certain locations.



See job description





Posted: 2023-01-10 Expires: 2023-02-08
Sponsored by:
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Sponsored by:
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Resource Planning & Reporting Analyst

American Queen Steamboat Operating Co
Fort Lauderdale, FL 33301

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