Contact Center Data Analyst

Overview

Awarded World's Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world's best small ports and hidden harbors.

Its three sailing yachts and three all-suite yachts carry just 148 to 342 guests and cruise around the world.

Our Mission : We imagine and deliver personalized and immersive experiences 180 degrees from ordinary

Our Vision : Enriching people's perspective through inspired travel

Our Values : W elcoming, I nnovative, N ow, D iscipline, S erve, T eamwork, A uthentic, R esponsible

Windstar Cruises is seeking a detail-oriented Analyst to be responsible for providing analysis and reporting for the Vacation Planning Department of Windstar Cruises.

This role is crucial in driving data-driven decision-making for inbound, outbound, and onboard sales operations. The Reporting Analyst will be responsible for generating, analyzing, and distributing various reports, building and maintaining dashboards, and improving reporting systems to enhance the efficiency and effectiveness of our sales processes.

This position will be responsible to provide insights and recommendations based on Windstar data trends, competitive pricing trends, and cruise / travel industry trends.

Critical thinking, a passion and capability for accuracy, attention to detail, and analytical skillset & expertise are essential for success in this position.

Responsibilities

Data Analysis & Reporting :

• Generate daily, weekly, monthly, and annual reports for inbound, outbound, and onboard sales operations.
• Perform ad hoc reporting to support business needs and strategic decision-making.
• Analyze contact center performance metrics and identify trends, providing actionable insights to improve sales, service, and SLA strategies.

Dashboard Management :

• Develop, maintain, and distribute departmental dashboards, ensuring timely and accurate information delivery.
• Continuously enhance dashboard features to increase usability and information value for the Vacation Planning team and Management.

System Monitoring & Compliance :

• Ensure smooth operation of reporting systems, promptly addressing any issues or discrepancies.
• Maintain compliance with all relevant guidelines and deadlines for regulatory reporting.

Collaboration & Communication :

• Work with Revenue and IT Reporting analysts to design and refine reports.
• Train team leads, supervisors, and managers on effective report utilization and interpretation.
• Communicate reporting deficiencies to management and proactively develop solutions.
• Ask powerful questions w / outcomes in mind to derive information needed underneath the surface of the requestor.

Project Management :

• Lead and coordinate projects aimed at improving reporting systems and processes.
• Collaborate with cross-functional teams to achieve project objectives and enhance sales operations.

Power BI Integration and Management

• Lead data migration from legacy systems to Power BI, ensuring data integrity and security while developing ETL processes for accurate data transformation and loading.
• Design and maintain Power BI dashboards, utilizing tool features to enhance data analysis and optimize solutions for performance.
• Collaborate with stakeholders to gather requirements, provide actionable insights, and continuously improve processes while training users on Power BI best practices.

Technical Expertise :

• Migrate data to Power BI solution to
• Utilize database management skills to ensure accurate and reliable data reporting.
• Leverage data visualization tools to create insightful and user-friendly reports.

Qualifications

Education & Experience :

• Bachelor's degree in Business, Statistics, Data Science, or a related field.
• 3+ years of experience in a call center or sales environment, with a focus on reporting and analysis.
• Experience in the cruise line industry is a plus.

Soft Skills :

• Way of Being : shows up daily as a display of Windstar's core values and company culture.
• Excellent communication skills, with the ability to convey complex data insights clearly and effectively.
• Strong organizational and time management skills, with the ability to handle multiple tasks simultaneously.
• Detail-oriented and proactive in identifying and solving problems.
• Strong critical thinking, quantitative and analytical skillset
• Able to take a holistic commercial view of the business and its needs, strategic & critical thinking skillset & aptitude
• Willingness to learn, adapt and be flexible in a growing business model & "restart-up" environment

Additional Skills :

• Demonstrate proficiency in all Microsoft Office programs, especially advanced Excel functionalities like formula writing and pivot tables.
• Knowledge of call center operations and metrics.
• Familiarity with phone system call / contact and ACD functions.
• Understanding of the cruise line industry and its unique operational needs is a plus.
• BENEFITS : For full-time employees, Windstar offers a comprehensive benefits package including : Medical, Dental & Vision;
• HSA & FSA; Life & Disability; Accident, Hospital & Critical Illness; Pet Insurance; Vacation, Sick Time and paid Holidays;

401(k) with Company Match; Employee Assistance Plan; Education Assistance and Employee Discounts & Travel Deals.

EEO : Windstar is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.