Contact Centre Management Information Analyst

We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist. If you have more, less or different experiences, but really relevant skills, we’d love to hear from you.

We work flexibly and will help you to find a healthy balance of remote working and time in our fantastic Southampton office, collaborating, taking part in events and getting to know people that makes working with us so rewarding. We welcome the opportunity to discuss reduced hours and job share arrangements.

The Role

The Management Information Analyst is responsible for gathering, analysing, and interpreting data to provide insights that help the contact centre make better decisions. The MIA works with a variety of data sources, including databases, spreadsheets, and surveys. They use their skills in data analysis and visualization to create reports, dashboards, and other presentations that communicate their findings to stakeholders. The MIA also works with IT professionals to develop and maintain data systems and applications.

You will:

• Develop a thorough understanding and knowledge of the goals, objectives and focus areas of the Contact Centre and brand requirements to ensure meaningful reports and data analysis.
• Contribute to the design, execution, maintenance and quality control of end-to-end data delivery processes for the Contact Centre
• Produce reporting and analysis of KPI’s and metrics for a variety of functions
• Produce recurring and ad-hoc reports and ensure they are delivered against agreed objectives.
• Produce actionable insights and intelligence that drive performance improvement across the Contact Centre and its departments
• Continuously seek to improve the efficiency and quality of the Insights & Analytics team by leveraging internal and external best practices to achieve key deliverables. In addition, identify, troubleshoot and escalate any problems with the Insights & Analytics Team’s processes, platforms, and systems that have an impact on the ability to achieve key deliverables.

Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK09 and is offered on a full time permanent basis, with hybrid working in our Southampton office.

About You

Fresh ideas and different perspectives are what excite us most and help us to succeed. Alongside bringing these to the role, you’ll also need:

• Knowledge of data analysis and visualization techniques
• Experience with SQL and other database languages
• Experience with data visualization tools, such as Tableau and Power BI Experience working in a contact centre environment
• Experience working with data analytics software

Being part of our team has its advantages…

We’re a holiday company so we know there’s more to life than work. Our comprehensive range of benefits are designed to help your personal and financial health and wellbeing.

• Home and office-based hybrid working
• Recognition scheme with prizes and awards
• Employee Discounted Cruising plus Friends and Family offers
• Regular office events including live entertainment, lifestyle events and charity partner fundraisers
• Extensive learning and development opportunities
• Employee-led networks
• Employee Assistance and Wellbeing programmes
• Company paid Health Cash Plan and health assessment
• In-house Occupational Health help and access to digital GP
• Life Assurance
• Parental and adoption leave
• Employee Shares Plan
• Electric Car and Cycle to Work schemes
• Onsite restaurant offering range of healthy cooked and grab and go meals
• Discounted retail and leisure via discounts portal
• Minimum 25 days leave, bank holiday allowance and holiday trading scheme
• Contributory Defined Contribution Pension scheme
• A friendly welcome with help settling in

Please note: Being able to create unforgettable holiday happiness is a brilliant opportunity so we often receive high volumes of applications for our roles. In these cases we may close our job adverts early and aren’t able to consider applications once this happens.

#Job Functions: Customer Service; Information Technology; Sales;

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#LI-Hybrid

Holidays are one of life’s greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise.

No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world’s largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain’s rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.

Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.

It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.

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