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Royal Caribbean Group

Analyst, Data

Pasay, Philippines

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

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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

Client-provided location(s): Pasay, Metro Manila, Philippines
Job ID: royal_carribean-1229535800
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • HSA
    • HSA With Employer Contribution
    • Pet Insurance
    • Mental Health Benefits
    • Virtual Fitness Classes
  • Parental Benefits

    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
    • Adoption Leave
    • Fertility Benefits
    • Adoption Assistance Program
    • Family Support Resources
    • On-site/Nearby Childcare
  • Work Flexibility

    • Hybrid Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
    • Casual Dress
    • Company Outings
    • On-Site Cafeteria
    • Holiday Events
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
  • Financial and Retirement

    • 401(K)
    • Stock Purchase Program
    • Performance Bonus
    • 401(K) With Company Matching
    • Company Equity
    • Relocation Assistance
    • Financial Counseling
    • Profit Sharing
  • Professional Development

    • Tuition Reimbursement
    • Promote From Within
    • Mentor Program
    • Access to Online Courses
    • Internship Program
    • Leadership Training Program
    • Professional Coaching
    • Learning and Development Stipend
    • Lunch and Learns
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program

Company Videos

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