Analyst, Workforce Planning
Carnival Cruise Line • Miami, FL • Posted July 01, 2026
Position Overview
The Workforce Planning Tracking and Real Time Analyst is responsible for analyzing call volume, staffing levels, schedule adherence, and call center performance data to ensure that KPIs are being met. They are to identify and anticipate issues; react to changing situations with solutions, timelines, and a sense of urgency. Provide reports and recommendations to management on calls trends and performance levels. Perform other job-related functions as assigned.
**Responsibilities**
+ Analyze call volume and staffing needs to determine overtime, and undertime and communicate to contact center teams on needed coverage to ensure KPIs are being met. Analyze trends and variances to call levels to determine if they are within acceptable ranges of the forecast plan. These include call volume, AHT, and staff shrinkage. When needed provide previous day analysis detailing the reason for not meeting KPIs, operations actions, and end results based on the plan of action.
+ Monito...
**Responsibilities**
+ Analyze call volume and staffing needs to determine overtime, and undertime and communicate to contact center teams on needed coverage to ensure KPIs are being met. Analyze trends and variances to call levels to determine if they are within acceptable ranges of the forecast plan. These include call volume, AHT, and staff shrinkage. When needed provide previous day analysis detailing the reason for not meeting KPIs, operations actions, and end results based on the plan of action.
+ Monito...