Real-Time Workforce Planner — Remote & KPI Driven

CARNIVAL CRUISE LINES; Miami, Northern (FL, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Carnival Cruise Line is seeking a Workforce Planning Tracking and Real Time Analyst to analyze call volume, staffing, and schedule adherence to ensure KPIs are met. You will provide reports and recommendations to management, manage real-time adherence, and support scheduling optimization from a remote location.

The role requires 1–2 years in Workforce Planning, familiarity with Alvaria and NiCE CMS, and strong analytical skills.

Qualifications

• 1–2 years of Workforce Planning experience required.
• Bachelor's Degree preferred in Human Resources, Business, Organizational Development, or related field.

Responsibilities

• Analyze call volume, staffing levels, and schedule adherence to meet KPIs.
• Monitor real-time adherence and recommend actions based on KPIs.
• Manage scheduling and optimization of exceptions for events without impacting service levels.
• Generate reports with call volume, AHT, staffing, and KPI variances for senior leadership.
• Maintain Alvaria and CMS Agent Groups data and provide training for new hires.

Skills

Analytical skills

Forecasting

Schedule adherence

Communication

Excel proficiency

Remote work

Education

Bachelor's degree

Tools

Alvaria

NiCE

CMS Agent Groups

Aspect/Alvaria

Job description

Carnival Cruise Line is seeking a Workforce Planning Tracking and Real Time Analyst to analyze call volume, staffing, and schedule adherence to ensure KPIs are met. You will provide reports and recommendations to management, manage real-time adherence, and support scheduling optimization from a remote location.

The role requires 1–2 years in Workforce Planning, familiarity with Alvaria and NiCE CMS, and strong analytical skills.