Job Description
Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group .We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world. We are proud to be the vacation-industry leader with global brands— including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests. This position will be working from Florida. Position Summary: The Manager, Contact Center Analytics & Solutions leads analytics delivery and decision support for International and Casino Contact Centers . This role partners closely with Operations, Digital, E‑commerce, and Technology teams to deliver actionable insights that improve operational performance, agent productivity, and automation outcomes across voice and digital channels. The role operates in a high‑visibility, fast‑moving environment and requires strong hands‑on analytics capability, excellent communication, and the ability to independently drive work from intake through executive readout. Essential Duties and Responsibilities: Serve as the primary analytics partner for International and Casino Contact Center business units, supporting leadership with timely, data‑driven insights Design, maintain, and optimize SQL‑based datasets and Power BI reporting to support operational performance, productivity, and service demand analysis Develop clear, executive‑ready dashboards, presentations, and narratives that translate complex data into business‑relevant outcomes Identify opportunities to improve operational efficiency , reduce service minutes, increase agent productivity , and support cost‑to‑serve optimization Lead analytics supporting automation and self‑service initiatives , inc
