About Vantage
Lauded by Travel + Leisure, Condé Nast, World Nomads Solo Traveler, USA Today, and voted the leader in solo travel, Vantage Travel has curated deluxe river and small ship cruises, land adventures, safaris, family and culinary journeys since 1983. Through an enriching roster of included features and Cultural Connections, half a million travelers have experienced firsthand the culture, cuisine, history, and wildlife of more than 80 countries on all seven continents.
Why Work For Us?
If you’ve got a passion for travel and thrive in a dynamic environment where you’ll make an exciting impact on travelers around the world, Vantage may be your dream employer! As we expand our portfolio of travel experiences — including river and small ship cruises and land adventures — and our customer base, we increasingly seek creative, progressive, and motivated professionals to join the Vantage team in our Boston headquarters or in one of our global offices in Budapest, Buenos Aires, Beijing, and Cape Town.
We offer a robust benefit package including your choice of top medical, dental and vision insurance plans, free international travel, a minimum of 3 weeks vacation to start, 3 personal days to use as you wish, on-site gym, lunch walks, wellness initiatives and more.
Job Summary
Responsible for running daily/weekly/monthly and adhoc key operating and performance metrics and deliver to appropriate business owner. The analyst will also work closely with Sales Managers to assist in developing criteria for reports that would assist in identifying any issues. This is not a remote position.
List of Responsibilities
- Updates and distributes reporting with all metrics related to all sales and service metrics
- Maintain reports to assist in the analysis and improvement of call center operational efficiency and standardization
- Analyzes, tracks and maintains data relating to business results for easy retrieval and historical reference
- Maintain attendance, time off and workforce management
- Work with CC Management to ensure staffing levels are sufficient to cover anticipated call volume based on promotions
- Maintain outbound campaign inquiry source files with direction from VP of CC.
- Proactively identify and analyze call trends, call arrival patterns, shrinkage, and other variables that impact Key Performance Indicators.
- Act as a liaison between the call center staff, the IT department and external vendors to identify, correct, or improve call center system telephony systems
- Provide AS400 expertise with process knowledge to more quickly identify any trends or issues.
- Analyze statistics for contact handling and work flow optimization
- Work on special projects, as needed, to identify opportunities to enhance conversion within the call center based on historical data
- Delivers daily promotional material to all of CC on upcoming promotions
- Assists with tasks related to CC projects
- Update AS400 scripts as requested.
- Utilizes real time monitoring of skills-sets and routing to ensure effectiveness using CCPulse and Genesys Administrator to make routing changes
- Keeps manager informed of important developments, potential problems and related information necessary for effective management.Coordinates/communicates plans and activities with others, as appropriate, to ensure a coordinated work effort and team approach
- Assists with the development and implementation of quality processes, standards that will maximize profitability and customer satisfaction
- Other tasks as assigned to assist CC
Requirements
- MUST be proficient in MS Excel and SQL
Vantage’s workplace culture is fun, collaborative, and meaningful. Our associates are fueled by the tangible results of delivering memorable and life-changing journeys while working collaboratively across the globe. Our associates don’t just help others travel, but we enable them to experience the Vantage Travel difference with several opportunities to explore the globe on a Vantage journey, too!
Alongside free annual travel opportunities, we recognize the hard work of our global associates with a competitive benefits package, flexibility, and myriad wellness options. Our convenient location next to TD Garden and North Station puts associates in the heart of world-class downtown Boston and just steps from a major transit hub convenient for city dwellers and commuters alike.
Some of our benefits include:
- Your choice of employer-subsidized medical plans, as well as comprehensive dental and vision plans and Flexible Spending Account (FSA)
- Up to 4 weeks of vacation time alongside 10 paid holidays, 5 sick days, and 3 personal days
- 401K with generous employer match
- Tuition Assistance Program
- Telecommuting and flexible work arrangements depending on position
- Free travel opportunities for associates, plus 25% discount on all trips for the associate and their family and personal airline ticket discounts
- 90% subsidy on MBTA passes inside of Boston and up to 50% subsidy on commuter rail passes
- Wellness program offering weekly fresh fruit delivery, on-site fitness center with Peloton bikes and lockers, weight loss benefits, and discounts on fitness boot camps and personal training
Equal Opportunity Employer
Vantage Travel is an equal opportunity employer; applicants are considered for all roles without regard to race, color, religious creed, gender, gender identity, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.
