Manager, Contact Center Analytics

Viking is looking for a Manager, Contact Center Analytics to join our Sales Planning and Technology group. The successful candidate will be responsible for leading a team that curates data driven stories to offer insights and analysis about our Contact Center Operations. They will work closely with stakeholders to identify business needs then communicate project timelines and updates on the requested dashboard, report, or analysis.

Responsibilities

• Build a high performing data science team to support the operational needs of the Contact Center and increase insights into customer interactions
• Manage the groups responsible for operational, performance, quality, and customer analytics
• Curate new data products that package Call Center performance information into easily readable and understandable forms
• Propagate techniques for answering basic report questions and conveying data definitions
• Use statistical analyses and mathematical models to derive insights about Call Center operations
• Maintain solutions for data governance and documentation
• Partner with other departments to build holistic cross functional dashboards for executives
• Use data to analyze Call Center performance, identify trends, and provide feedback to Managers
• Implement a ticketing system for tracking report requests, builds, and progress
• Document change management procedures for data and reporting groups
• Meet with Managers to identify their analytical needs for growing their departments
• Act as liaison between stakeholders and cross-functional support teams for data issues
• Recommend best practices for data hygiene and continuity
• Monitor industry trends to watch for new functionality and best practices that can be introduced to improve productivity
• Report on current performance trends to Management and Executives

What we offer you:

• Highly competitive compensation plan
• Employees working full-time for a complete year typically expect to earn between $120,000 to $160,000 annually.
• Full time employees are also eligible for bonus/benefits.
• Full benefits including medical, dental, vision and life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking)
• Paid training, 6 paid holidays per year and a 401(k) plan with company match
• Employees accrue up to 15 days of vacation after 90 days of employment
• Employees accrue 1 hour of sick time for every 30 hours worked (use rules vary by location)
• Opportunity to take a free and/or discounted cruise
• Highly subsidized gym membership
• Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name
• Pride and excitement of joining an award-winning team, previously named #1 in ocean, #1 in river and #1 in customer service.

Preferred Knowledge/Skills, and Experience

• 3+ years experience managing a Data Analytics team including developers and analysts
• 2+ years experience working with data from the Genesys CX platform
• Proficiency in PowerBI including creating dashboards and data connections
• Intermediate experience with SQL of any dialect
• Prior experience and in depth understanding of omni-channel contact centers
• Prior experience with Synapse and Azure delta lakes
• Create data driven presentations for executives on short notice
• Adept at handling multiple simultaneous projects
• Excellent written and verbal communication skills with an aptitude for analytical thinking
• Ability to work in a fast-paced dynamic environment with shifting priorities
• Must be proactive, self-motivated, and be able to work both independently and collaboratively

Education

• Bachelor’s Degree in Data Science, Business Analytics, or related field

About Viking

Viking was founded in 1997 with the vision that travel could be more destination focused and culturally immersive. In 2000, the company purchased Europe’s KD River Cruises in order to grow its fleet, to leverage 40 years of river cruising experience and to acquire rights to prime docking locations in key European cities.

The company expanded into the American market in 2000, establishing a sales and marketing office in Los Angeles, California. Since then, Viking has grown to be the leading small ship travel company, offering river, ocean and expedition voyages on all seven continents.

With an operational office in Basel, Switzerland, Viking provides destination-focused itineraries for curious travelers. Each journey includes a shore excursion in every port and an onboard and onshore enrichment program that provides deep immersion in the destination through performances of music and art, cooking demonstrations, informative port talks and carefully selected guest lecturers.

With 250 awards to its name, the company currently operates a fleet of state-of-the-art ships that have received numerous accolades since their launch from industry experts and travelers alike. For the second year in a row, Viking was voted the #1 River Line and the #1 Ocean Line by Condé Nast Traveler in the publication’s 2022 Readers’ Choice Awards. Viking was also named #1 for both Rivers and Oceans by Travel + Leisure in the 2022 World’s Best Awards making it the only cruise line to reach the top of its categories in both publications in the same year.

Viking marked its 25th anniversary in 2022; during this milestone year, Viking welcomed two new identical expedition ships, as well as two new, identical ocean ships, new Viking Longships® in Europe and new purpose-built vessels for the Nile, Mekong and Mississippi rivers.