Data Analyst - Call Center

Job Locations US-Remote
Category
Administrative/Clerical
Type
Regular Full-Time

Overview

World Travel Holdings is seeking a remote Data Analyst. In this role you will utilize analytical skills to provide actionable insights geared towards maximizing profitability and productivity. These insights will be used to shape and implement projects, programs, and teams within the organization.

 

About World Travel Holdings

 

World Travel World Travel Holdings is the nation’s largest cruise agency and award-winning leisure travel company with a portfolio of more than 40 diverse brands.  In addition to owning some of the largest brands distributing cruises, villas, resort vacations, car rentals, resort day passes and luxury travel services, World Travel Holdings has a vast portfolio of private-label partnerships comprised of top leisure travel providers, including almost every U.S. airline, leading hotel brands and prominent corporations.  The company also operates a top-rated travel agency franchise and the country's original host agency, and is consistently recognized as an industry leader in work-at-home employment.  Its global presence includes operating multiple cruise brands in the United Kingdom. World Travel Holdings has offices in Wilmington, Mass.; Ft. Lauderdale, Fla.; and Chorley, England.  For more information, visit www.WorldTravelHoldings.com


We are proud to be named:


• 50 Most Engaged Workplaces by Achievers
• Top 500 America's Best Midsize Employer by Forbes
• Top Workplace in South Florida by Sun Sentinel

 

Responsibilities

  • Utilize spreadsheets, databases, and reporting & visualization software to design and generate both ad hoc and reoccurring reporting.
  • Prepare and evaluate reoccurring reports on KPIs that will be presented to various management groups in business reviews, providing insights to inform business decisions.
  • Analyze raw data and metrics; identify trends and provide feedback regarding business needs and solutions inside of the organization, when required professionally present analytical results and updates to all levels of management.
  • Provide coherent data analysis through clear and concise reporting or dashboards
  • Proactively lead efforts designed to improve KPIs within the organization by ensuring the most efficient use of current technologies and resources.
  • Develop and maintain reporting templates and automated reports.
  • Collaborate with Operations, Human Resources teams, and colleagues, as needed, to analyze goals and identify opportunities for improvement.
  • Ability to work both independently and cross functionality to identify and implement improvements in current workflows and processes.

Qualifications

  • Minimum 2+ years of related experience in a Contact Center Analytics or Workforce Management department with analytics and reporting knowledge
  • Tech savvy with Microsoft Office Suite with Advanced Microsoft Excel skills including pivot tables, v-lookups, if-then formulas, and macros
  • Proficient with Tableau and Data Visualizations preferred. 
  • Experience with Aspect WFM, Cognos PowerPlay and SQL preferred          
  • Strong quantitative abilities, operational thinking and problem-solving skills.
  • Ability to gather, analyze, interpret data from a variety of sources and to translate findings in laymen’s terms
  • Excellent oral and written communication skills, including active listening & presentation skills.
  • Amazing time management and organizational skills; ability to manage multiple projects simultaneously while working under pressure in a fast-paced team environment
  • Strong attention to detail and high-level of accuracy.
  • Ability to identify needs, prioritize, and deliver on requests while ensuring flexibility to adapt to changing priorities.
  • Must be a resident and live in a US state. We do not currently hire in AK, CA, HI, KY, ND, OH, OR, and PA. 

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