Contact Centre Management Information Analyst

Carnival UK
Southampton
GBP 40,000 - 60,000
Job description

Job Description


We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist. If you have more, less or different experiences, but relevant skills, we’d love to hear from you.


We work flexibly and will help you to find a healthy balance of remote working and time in our fantastic Southampton office, collaborating, taking part in events and getting to know people that makes working with us so rewarding. We welcome the opportunity to discuss reduced hours and job share arrangements.


The Role

The Management Information Analyst (MIA) plays a critical role in leveraging extensive data expertise to gather, analyse, and interpret complex data from multiple high-volume sources, including databases, spreadsheets, and surveys. This role requires advanced data analysis skills to extract actionable insights that support strategic decision-making for the contact centre. The MIA is responsible for building and maintaining detailed reports, dynamic dashboards, and visualizations that effectively communicate data findings to key stakeholders. The MIA will be responsible for building, maintaining and enhancing a comprehensive data architecture within Snowflake. The MIA must be adept at integrating data from various disparate sources to build a unified, holistic and cohesive data environment.

In addition to data analysis, the MIA collaborates closely with IT professionals to design, implement, and optimise robust data systems and applications, ensuring the integrity, accuracy, and accessibility of critical information.

This position demands a deep understanding of data management principles, advanced statistical techniques, and a strong ability to manipulate large datasets.


You will:


  • Produce reporting and analysis of KPI’s and metrics for a variety of functions including, Revenue delivery, Revenue retention, Operational performance, Quality, Customer Satisfaction, Platforms & Systems, Workforce Management and Finance.
  • Develop a deep individual understanding of brand requirements including direct channel strategy, sales strategy, campaign and launch schedules to ensure meaningful reports and data analysis.
  • Produce recurring and ad-hoc reports, including sales reports, revenue retention and protection, guest experience, campaign/launch reporting and ensure they are delivered against agreed objectives.
  • Contribute to the design, execution, maintenance and quality control of end-to-end data delivery processes for the contact centre.


Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK09 and is offered on a full time, permanent basis, with hybrid working in our Southampton office, including up to three days from home.


About You


Fresh ideas and different perspectives are what excite us most and help us to succeed. Alongside bringing these to the role, you’ll also need:


  • Experience in building, maintaining and enhancing a comprehensive data architecture using Snowflake or a similar tool.
  • Knowledge of data analysis and visualisation techniques.
  • Experience with SQL and other database languages.
  • Experience with data visualisation tools, such as Tableau and Power BI.
  • Experience working in a busy contact centre environment.
  • Experience working with data analytics software.

Being part of our team has its advantages…


We’re a holiday company so we know there’s more to life than work. Our comprehensive range of benefits are designed to help your personal and financial health and wellbeing.


  • Home and office-based hybrid working (up to 2 days from home).
  • Recognition scheme with prizes and awards.
  • Employee Discounted Cruising plus Friends and Family offers.
  • Regular office events including live entertainment, lifestyle events and charity partner fundraisers.
  • Extensive learning and development opportunities.
  • Employee-led networks.
  • Employee Assistance and Wellbeing programmes.
  • Company paid Health Cash Plan and health assessment.
  • In-house Occupational Health help and access to digital GP.
  • Life Assurance.
  • Parental and adoption leave.
  • Employee Shares Plan.
  • Electric Car and Cycle to Work schemes.
  • Onsite restaurant offering range of healthy cooked and grab and go meals.
  • Discounted retail and leisure via discounts portal.
  • Minimum 25 days leave, bank holiday allowance and holiday trading scheme.
  • Contributory Defined Contribution Pension scheme.
  • A friendly welcome with help settling in.

Please note: Being able to create unforgettable holiday happiness is a brilliant opportunity so we often receive high volumes of applications for our roles. In these cases, we may close our job adverts early and aren’t able to consider applications once this happens.


#LI-Hybrid

#Job Functions: Business Development; Analyst; Customer Service;

#LI-KP1


About Us

Holidays are one of life’s greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise.

No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world’s largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain’s rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.

Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.

It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.
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