ABOUT US
Remember to check your CV before applying Also, ensure you read through all the requirements related to this role.
Norwegian Cruise Line Holdings Ltd is a leading global cruise company which operates the Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises brands. With a combined fleet of 32 ships with nearly 60,000 berths, these brands offer itineraries to more than 700 destinations worldwide. The Company has eight additional ships scheduled for delivery through 2027.
Named by Forbes as “America’s Best Large Employers” in 2023, Norwegian’s passionate team members have offered guests an outstanding award-winning vacation experience. Ranking among the top 75 companies in the overall Large Employer category and among the top 10 companies in the Travel & Leisure sector.
By being part of NCLH, our competitive benefits packages offer you and your family the opportunity to stay healthy and thrive both personally and professionally.
BENEFITS
* Pension Scheme
* Development Opportunities partnered with Dale Carnegie
* 6 weeks- paid sickness
* Discounted Cruise Programme
* 25 days paid holiday + 8 Bank Holidays
ROLE LOCATION & CONTRACT TYPE
This is a temporary position running for the duration of up to 12 months.
This role is based remotely anywhere in the UK.
BASIC PURPOSE
Execute tasks related to forecasting headcount requirements, producing schedules to meet requirements, and real-time monitoring of adherence and call handling for multiple lines of business across multiple domestic and international sites.
This position meets regularly with the Sr. Manager to review previous day/week call center performance as well as short/long term planning. Meets with leadership from the business to review forecasting, staffing needs and KPI trends. Also interacts regularly with team members regarding schedules, time-off and call handling. Position is responsible for identifying opportunities to reduce staff through leave or increase through overtime based on current day performance and empowered to take appropriate action.
POSITION RESPONSIBILITIES
• Monitor and analyze call volume, call patterns, and traffic flow for multiple lines of business to ensure service level objectives are being met.
• Plan and forecast call volume and required headcount (short, medium, and long-term) for multiple lines of business.
• Collect and analyze historical call data and impacts to forecast resulting from marketing promotions.
• Meet with leadership to review forecasting, staffing needs, and KPI trends.
• Develop optimal schedules to meet forecasted call volume and established KPI goals.
• Continuously evaluate the effectiveness of schedules and adjust as necessary. Determine time-off allotments for self-service time-off requests through NICE WFM and approve/deny exceptions.
• Monitor call queues in Avaya CMS, Intraday, and Agent Adherence to schedules in NICE WFM, logging offline activities and exceptions on agent schedules.
• Maintain new and existing agents in WFM system and manage Agent Skill Profiles in Avaya CMS.
• Provide regular reports to management on workload and workforce.
• Make recommendations for new or updated contact center technology and process improvements.
• Perform other job-related functions as necessary.
EDUCATION
Degree in Business Administration or related field preferred; or any equivalent combination of relevant work skills and experience.
EXPERIENCE
Minimum 2 years’ experience with workforce monitoring planning, preferably within a Contact Centre using NICE WFM.
KNOWLEDGE & SKILLS
* Strong comprehensive knowledge of NICE WFM including the Administrator, Forecaster, Scheduler, and Operations functionality.
* Strong knowledge of Avaya CMS. Advanced knowledge of MS Office Excel.
* Excellent planning, organizational, and written/verbal communication skills.
* Strong attention to detail.
* Strong analytical and numerical insight.
* Ability to work under pressure in a fast-paced environment.
** If you do not hear from us within 10 working days of sending us your application, it means that unfortunately on this occasion you have been unsuccessful**