Vantage Travel | Deluxe World Travel Service | River Cruises & Tours

Senior Business Analyst

Job Title
Senior Business Analyst
Job ID
27660637
Location
BOSTON,  MA 02114
Other Location
Description
Senior Business Analyst


Position Summary:  As the Senior Business Analyst, you will be responsible for providing exceptional insight and make consequential revenue generating recommendations for our Contact Center Managers. Responsible for creating and running daily, weekly, monthly, and ad-hoc key operating and performance reports that provide KPIs and budget metrics to Contact Center business owners. 

What we can do for you:
  • Give you experience that will not just be analytical, but also provide practical recommendations on operational efficiency
  • Opportunity to join a philanthropic company that makes customers lives better
  • Versatile position where no day is the same
  • Competitive compensation and benefit package with travel benefits
  • Help transform call center, contact center, and marketing operations through innovated best practices
  • Add a lot of satisfaction through problem solving with innovative solutions

What can you do for us!
  • Create and maintain reports to assist in the analysis and improvement of Contact Center and marketing operational efficiency and standardization
  • Proactively identify and analyze Contact Center trends, patterns, abandon, close codes, web activity and other variables that impact Key Performance Indicators
  • Maintain attendance, time off and workforce management
  • Analyze, run and maintain monthly commission programs
  • Create and maintain a staffing forecast based on anticipated call and interactive volumes and ensure staffing levels are sufficient to cover anticipated volumes based on promotion schedule
  • Create and maintain outbound call and email campaigns via scripting and agent skilling / routing adjustments
  • Act as a liaison between the Contact Center team, the IT department and external vendors to identify, correct and improve systems for calls and interactive transactions
  • Provide enterprise system reservation, service, marketing and finance expertise with process knowledge to identify trends and solve issues
  • Utilize real time monitoring of inbound / outbound campaigns to ensure optimum efficiency using administrator tools to make adjustments as required
  • Runs and maintains quality control processes for calls, post call survey, interactive transactions and pre-trip survey
  • Assists with Contact Center projects as assigned and tracked in project management system

Who we’re looking for!
  • 5+ years of professional experience.
  • Familiarity with travel and hospitality industry considered a plus, but not required.
  • Contact Center operations experience highly desired.
  • Bachelor's Degree (math, economics, operations, engineering, statistics, business, marketing).
  • Good skills in SQL, Tableau and MS Office Suite required, familiarity with web-based contact center software, Wrike or Salesforce Cloud highly desired
  • Ability to work with and learn new tools and technologies
  • Proactive, independent and comfortable working in a fast-paced, numbers driven environment.
  • Short and long-term project management experience
  • Ability to work collaboratively and present to all levels including senior management.

Benefits
  • Medical, Dental, Vision, and 401K benefits
  • Competitive salary, annual bonus opportunity, and flexible spending account
  • Travel benefits associated with company offerings, as well as personal travel
  • Value based company that values diversity
  • Great Location on Canal Street steps from North Station
  • Commuter benefits
 
Vantage is a Deluxe expedition cruise, small ship ocean cruise, river cruise, and land adventure travel company serving travelers and travel agents since its founding by Henry R. Lewis in Boston in 1983. Celebrating 40 years as a family owned company in 2023, Vantage has received accolades from Travel + Leisure, Condé Nast Traveler, USA Today, Cruise Critic, and was voted the leader in solo travel by Solo Traveler. Today, journeys reach all seven continents and more than 80 countries, and half a million Vantage travelers have experienced the culture, history, and wildlife of their dream destinations.



 

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