Sr. Analyst, TSS Operations
The Senior TSS Operations Analyst analyzes and examines the business to define needs and/or opportunities; gathering and analyzing data and recommending a course of action. A specific focus on trends and revenue performance forecasting is crucial to this role. This role is responsible for seeing projects through from start to finish while working independently. Has responsibility for all areas within the contact centers to define metrics that will assist the business with goals as set forth by organization leaders. Understands, analyzes and documents data to deliver informative, well-organized presentations to management regarding processed forms i.e. guest satisfaction, enrollments, guest demographics, employee satisfaction, etc. Also develops functional and system specifications
Essential Duties & Responsibilities
Reviews operational and revenue performance trends and converts data into recommendations which make business sense for the global contact center organization
Designs and /or creates Hyperion, SQL, PowerBI queries for data analysis
Monitor call volume forecasting and establish correlation reports for revenue performance
Processes Employee Incentive data and bonus type information for employee payroll purposes
Analyzes profit-and-loss income statements, and prepares reports and recommendations to management
Generates forecasts and analyzes trends in sales, finance and other areas of the business
Supervises, coaches and trains staff on numerous databases and programs
Fulfills ad hoc reporting requests from management leaders Resolves technical problems regarding software and hardware issues for staff
Conducts system testing for new hardware and software migrations
Manages the voucher documentation system
Liaise with business to understand reporting needs on a continuous basis to improve business performance
Researches, creates and develops new business process improvement initiatives
Creates and maintains database objects related to business intelligence needs in PL/SQL
Up to 25% domestic travel
Bachelor's degree from four-year College or university or equivalent work experience required.
Two to four years related experience in financial / business analysis or related field preferred.
Masters of Business Administration (MBA) or Master's degree (MA) preferred
Demonstrated expertise in data analytics
Expertise in SAS or R preferred
Ability to present information to executive management, internal and external customers
Ability to work with mathematical concepts such as probability and statistical inference.
Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form.
Attention to detail
Advanced skills in query tools (Hyperion/Brio and/or PowerBI preferred)
Advanced database skills (preferably Oracle SQL & PL/SQL)
Advanced Excel skills
Statistical modeling experience preferred/desired
Financial forecasting & modeling experience preferred/desired
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.