Description
The Workforce Planning Tracking and Real Time Analyst analyzes call volume, staffing, schedule adherence, agent performance, and contact center KPIs; identifies staffing gaps and operational issues; recommends coverage and operational changes; and produces reports for management. The role manages scheduling exceptions, maintains Alvaria workforce 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 such as Alvaria and NiCE CMS. The position is remote, with possible travel to Carnival headquarters in Miami, Florida.
