Description
Carnival Cruise Line is hiring a Workforce Planning Tracking and Real Time Analyst to analyze call volume, staffing, schedule adherence, agent performance, and contact center KPIs; identify staffing and service issues; recommend corrective actions; and produce reports for management. The role manages scheduling exceptions, maintains Alvaria workforce management and NiCE CMS data, tracks entitlements and PTO, and collaborates with coaches and managers. It requires 1–2 years of workforce planning experience, CCL contact center experience preferred, a bachelor’s degree preferred, and proficiency with Microsoft Office, Excel, and workforce management tools. The position is remote, with possible travel to Carnival headquarters in Miami, Florida.
