Holland America Line

Workforce Management Forecast & Scheduling Analyst- Remote US

Job ID 5263 Date posted 11/23/2022 City Seattle State WA Country United States Job Type Full Time

Job Description

Welcome to Holland America Line, a premium cruise line dedicated to explorers, foodies and music lovers who want to explore the world on perfectly sized, refreshingly spacious ships filled with one-of-a-kind experiences.

We’re looking for an amazing Work Management Forecast & Scheduling Analystto fill this role, which is based in our Seattle, Wasington office.  You’ll be responsible for analyzing Contact Center phone/email/chat volume and develop forecasts and design schedules around that forecast which optimize cost and service levels. Provide input as needed to evaluate requests for schedule changes, alterations, or exceptions. Act as one of the  primary contacts with the IT Telecom-Voice Team for phone system issues with the  Contact Center.

Here’s a summary of what Holland America Line is looking for in its Work Management Forecast & Scheduling Analyst. Is this you?


  • Prepare annual, monthly, weekly, daily, and interval phone/Email/Chat forecasts for the Contact Center. Forecasts should include ASA or service level, volumes, average handle time, call type, and shrinkage.
  • Build staffing models based on the forecasts that optimize service levels, occupancy, and costs.
  • Perform analysis on an ongoing, regular basis to determine optimal schedule efficiency at the seasonal, monthly, weekly, daily, and interval levels.
  • Act as a primary forecasting and scheduling resource for Guest Programs groups.
  • Monitor daily call center service levels and productivity and recommend schedule adjustments, as needed, to achieve service goals.
  • Verify daily, through analysis of call center reports, whether phone service goals are achieved.
  • Use tracking tools to maintain information on employee activities and status, including schedule assignments, absences, meetings, and other schedule exceptions.  Report items requiring attention to appropriate management staff.
  • Provide input needed to evaluate requests for schedule alterations or exceptions.
  • Oversee and provide guidance for shift assignments and changes, and for vacation/time off scheduling. Adjust schedules, as needed, in order to achieve service goals.
  • Oversee scheduling for off-phone sessions such as seminars and training sessions.
  • Acts as one of the primary contacts with the IT Telecom staff for phone system issues with Reservations and many Guest Programs departments.  Also acts as a resource for other departments at the corporate offices who need help with these systems.


  • Bachelor’s Degree or Equivalent Experience
  • 0-2 years related experience in a contact center environment
  • Demonstrable understanding of Contact Center tools and theories
  • Good Data Entry/Analysis skills, problem solving, and decision-making skills
  • Ability to be highly organized with an emphasis on accuracy and timeliness
  • Good organization, time management, attention to detail, and multi-tasking skills Strong interpersonal skills, specifically the ability to positively interact with individuals at all levels.
  • Spreadsheet proficiency and strong analytical skills mandatory.
  • Ability to manage multiple tasks and prioritizes effectively.
  • Able to maintain confidentiality.
  • Must be able to work independently, under stressful conditions.
  • Must be legally authorized to work in the United States. Holland America Line is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).


  • Cruise and Travel Privileges for You and Your family
  • Health Benefits
  • Flex Friday
  • 401(k)
  • Employee Stock Purchase Plan
  • Training& Professional Development
  • Tuition & Professional Certification Reimbursement
  • Rewards & Incentives

Our Culture…Stronger Together:

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees.  Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at:https://www.hollandamerica.com/en_US/our-company/mission-values.html

Holland America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Holland America will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com


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