Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey.

We're looking for an amazing Workforce Management Forecasting and Scheduling Analyst to fill this role. This is a remote role reporting to our Seattle, WA office. You'll be responsible for all aspects of HAL and Seabourn statistical reporting and scorecard production as well as ad hoc management and BI reports, for Seattle, Rotterdam, UK, and Australia Contact Centers. Design, building, and implementation of new reporting models using advanced Excel and Access database functionality is involved.

Here's a summary of what Holland America Line is looking for in its Workforce Management Forecasting and Scheduling Analyst. Is this you?

Responsibilities

• Prepare annual, monthly, weekly, daily, and interval phone/Email/Chat forecasts for the contact center. Forecasts should include ASA or service level, volumes, average handle time, call type, and shrinkage.
• Build staffing models based on the forecasts that optimize service levels, occupancy, and costs. Perform analysis on an ongoing, regular basis to determine optimal schedule efficiency at the seasonal, monthly, weekly, daily, and interval levels.
• Act as a primary forecasting and scheduling resource for Guest Programs groups. Monitor daily contact center service levels and productivity and recommend schedule adjustments, as needed, to achieve service goals. Verify daily, through analysis of contact center reports, whether phone service goals are achieved.
• Use tracking tools to maintain information on employee activities and status, including schedule assignments, absences, meetings, and other schedule exceptions. Report items requiring attention to appropriate management staff.
• Provide input needed to evaluate requests for schedule alterations or exceptions.
• Oversee and provide guidance for shift assignments and changes, and for vacation/time off scheduling. Adjust schedules, as needed, in order to achieve service goals. Oversee scheduling for off-phone sessions such as seminars and training sessions.
• Acts as one of the primary contacts with the IT Telecom staff for phone system issues with Reservations and many Guest Programs departments. Also acts as a resource for other departments at the corporate offices who need help with these systems.
• Additional duties as assigned.

Requirements

• 2 years of related experience in a contact center environment
• Minimum Qualifications (if preferred but not required, list as such):
• Demonstrable understanding of contact center tools and theories
• Good Data Entry/Analysis skills, problem-solving, and decision-making skills
• Ability to be highly organized with an emphasis on accuracy and timeliness
• Good organization, time management, attention to detail, and multi-tasking skills Strong interpersonal skills, specifically the ability to positively interact with individuals at all levels.
• Spreadsheet proficiency and strong analytical skills mandatory.
• Ability to manage multiple tasks and prioritizes effectively.
• Able to maintain confidentiality.
• Must be able to work independently, under stressful conditions.
• Ability to engage with staff on a professional level
• Collaborate with departments and senior leadership
• Provides guidance and recommendations
• May be asked to work a different shift

Please note that this is a remote position reporting to our Seattle, WA office.

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives
• Base Annual Salary Range: $49,400 to $66,700.84. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture... Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at:

Holland America Line is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Holland America Line will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact

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