Data Analyst - Call Center

Job Description

Job Description

Data Analyst – Call Center

Reporting to : SVP, Digital Analytics

Department : BI Digital Analytics / Traveler Relations Center (Call Center)

Location : Boston, MA - hybrid

Position Summary

At Grand Circle Corporation, our mission is to change people’s lives through travel—and we believe that mission begins within our own teams. Our Traveler Relations Center (TRC) is the cornerstone of how we care for our travelers, and our Business Intelligence (BI) team plays a critical role in powering that care through data and insights.

We are a community built on emotional maturity, a willingness to take smart risks, and open and courageous communication. We believe in holding ourselves and each other accountable, sharing honest feedback, and learning through action. As a Data Analyst supporting the TRC, you will help us live these values by providing the analytical backbone for exceptional traveler experiences and a high-performing service culture.

The Data Analyst will act as a strategic liaison between the TRC and the Business Intelligence (BI) team, ensuring that operational challenges are addressed with data-driven insights and that analytics priorities align with business goals. This role will be critical in uncovering trends, optimizing performance, and empowering the TRC leadership with tools and reports that drive decision-making.

You will work cross-functionally with workforce management, quality assurance, training, and senior leadership to bridge day-to-day operational needs with long-term data strategy.

Key Responsibilities :

• Data Analysis & Reporting
• Design and maintain dashboards, scorecards, and reports to track TRC KPIs (call volume, handle time, SLA adherence, CSAT / NPS, agent productivity, etc.).
• Automate and optimize reporting processes to enable real-time performance monitoring.
• Conduct root-cause analyses and proactively surface insights to guide team actions.
• Create and maintain single-source-of-truth documentation that will be used as reference by technical and non-technical teams and underpin all reporting and analysis.
• Cross-Functional Liaison & Strategy
• Serve as a data translator between TRC operations and BI stakeholders.
• Partner with TRC leaders to understand / define and document key metrics and KPIs.
• Communicate findings to both technical and non-technical audiences with clarity and impact.
• Performance Optimization & Forecasting
• Support forecasting, scheduling, and staffing efforts using historical and real-time data.
• Contribute to initiatives that improve traveler satisfaction, reduce inefficiencies, and enhance call deflection.
• Collaborate with call QA and training teams to use data in performance coaching and process improvement.

Qualifications

Benefits

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