Viking Cruises is recruiting a Analyst, Call Center to join our Reservations Sales Analysis Team at our corporate headquarters office in Woodland Hills, CA.
Summary The Analyst tracks omni-channel KPIs while supplying insights and recommendations to enhance the performance of the Contact Center.
Responsibilities * Design and build data/visual reporting* Analysis of Call Center operations including communication channels and customer engagements* Manage cross-platform reporting and data processing* Report on business processes and make recommendations based upon trends* Correlate omni-channel data for KPI tracking* Build and maintain data tables and procedures* Work with department managers to identify their needs Requirements * Preferred experience with TSQL, Power BI, or SAS EG, SnowFlake or Azure Cosmos, and Visual Analytics* Working knowledge of Excel and Powerpoint* Prior experience with speech analytics and sentiment analysis is a plus* Strong data mining and quality skills with the ability to understand cross-platform integrations* Ability to work in a fast-paced dynamic environment with shifting priorities* Must have excellent attention to detail, strong analytical skills, and the ability to prioritize multiple tasks* Excellent written and verbal communication skills with an aptitude for analytical thinking* Must be proactive and self-motivating with the ability to work independently and collaboratively Qualifications * Bachelor’s Degree from an accredited University* Minimum of 2 years of experience in an analytical role About Viking Cruises Viking was founded in 1997 and offers destination-focused journeys on rivers, oceans and lakes around the world.
Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers guests “the thinking person’s cruise” in contrast to mainstream cruises.
In its first five years of operation, Viking has been rated the #1 ocean cruise line in Travel + Leisure’s 2016, 2017, 2018, 2019 and 2020 “World’s Best” Awards.
In addition to the Travel + Leisure honors, Viking has also been honored multiple times on Condé Nast Traveler’s “Gold List” as well as recognized by Cruise Critic as “Best Overall” Small-Mid size ship in the 2018 Cruisers’ Choice Awards, “Best River Cruise Line” and “Best River Itineraries,” with the entire Viking Longships® fleet being named “Best New River Ships” in the website’s Editors’ Picks Awards.
For additional information, contact Viking at 1-800-2-VIKING (1-800-284-5464) or visit www.viking.com.
For Viking’s award-winning enrichment channel, visit www.viking.tv.