Data Analyst

4 weeks ago

Makati, Philippines Royal Caribbean Group Full time

Position summary

The Contact Center Analytics & Solutions team is seeking a Data Analyst who will be responsible for delivering impactful insights into key business decisions and supporting projects/building tools that empower our end users to work efficiently. The right person for this role has exceptional analytical capabilities, thrives in a fast-paced environment, loves problem-solving, is a great communicator, and is passionate about our end user experience.

Essential Duties and Responsibilities
  • Conduct analysis to drive valuable business insights, using internal analytics tools, ie SQL to access and manipulate from disparate data sources
  • Build intuitive presentations, interfaces, infographics, and data visualizations to tell stories with data that convey key performance metrics, significant trends, and relationships across contact centers
  • Analyze user behavior to identify patterns, uncover opportunities and create a common understanding how people are interacting with our reporting content
  • Ideate and develop new metrics and analytical approaches, measuring performance for both tactical and strategic decision-making for contact centers
  • lead projects and requests from end-to-end, defining business needs, developing strategies, and solutions that empower internal teams operate efficiently
  • spearhead ongoing efforts to better understand sub growth and identify future opportunities through analysis and reporting
Qualifications, Knowledge, & Skills
  • Degree in Computer Science, Mathematics, Statistics, Industrial Engineering, Operations Research or MS in Business Analytics or 2 years industry experience in a related field
  • 2+ years experience with any of the following programming languages: R, Python, SAS or similar scripting languages.
  • 2+ years experience with predictive and forecasting techniques and tools including time-series analysis (Autocorrelation plots, ARIMA / ARIMAX, Vector Auto Regressions, Recurrent Neural Networks), machine learning model development (grid searching, cross validation, parameter tuning & optimization), and appropriate model evaluation (ROC analysis, confusion-matrices, error rate logging)
  • 2+ years of relevant work experience in analytics and/or business intelligence or related field
  • Strong analytical skills – with a proficient ability to read/write complex SQL queries for data analysis
  • Experience with data visualization tools (Tableau, Powerbi, etc.) and strong storytelling skills for technical and non-technical audiences
  • MS office tools ie Word, excel, PowerPoint, Access
  • Strong and effective communication, presentation and written skills and ability to work in global environment
  • Experience collecting internal customer feedback and requests, empathizing with their challenges and opportunities
  • Collaborative, self-motivated with a desire to lead strategic problem solving, execution and ownership
  • Understanding of data warehousing concepts, relationship entity diagrams and relational databases
Nice-to-haves
  • CSPO Certification and formal understanding of Agile Scrum practices
  • Other programing knowledge skills (Python)
  • Other applications such as Oracle, Hyperion, AS400 or equivalent mainframe system
  • Familiarization with Contact Center environment
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