Job details
Job type full-time
Full job description
Inspire and deliver exceptional value to travelers around the globe as part of the apple leisure group (alg) team! our vision is to be the best-in-class and largest all-inclusive resort management and travel services provider, differentiated by the collaboration of our unique resort and distribution brands.
Grow your career as a business analys t with apple leisure groupYou will be responsible for identifying growth opportunities within the alg call centers with a focus on the amresorts & amstar brands and leveraging technologies in order to gain efficiencies and increase revenue.
A successful business analyst will:
Evaluate call center business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
Lead ongoing reviews of business processes and developing optimization strategies.
Stay up-to-date on the latest process and call center tool advancements to automate and modernize systems.
Conduct meetings and presentations to share ideas and findings.
Research reports of errors in the various call center tools reported by call center agents and customer quality across all alg call centers.
Align with the training team by communicating process, product and/or call center tools changes.
Identify opportunities to increase efficiency/productivity using call center & operations technology.
Design, build, & maintain reports essential to the management of call center and other operational departments.
Support in software testing and implementation for the alg call centers & operations.
Identify, communicate, and manage risks associated with projectsEnsure all necessary steps are taken to minimize risk once identified.
Translate requirements into new information technology project specifications for alg initiatives.
Collaborate with manager in creating project plans for information technology development and testing.
Monitor tools for performance, security, and other issuesAs issues arise, ensure steps are being taken to have these issues fixed.
Maintain focus/energy for fast-paced contact center & operations environments.
Utilize resources effectively to actively maintain, apply, share and expand knowledge.
Ensure cost saving mechanisms are in place for technology and related projects in the call center.
A successful business analyst will have:
Bachelor’s degree in business, engineering, related field or equivalent job description experience required.
1-year call center experience with solid proven contributions to the call center culture preferred.
Ability to manage multiple projects simultaneously.
1-3 years’ experience performing primary research and project management on technology related projects in a call center or operations environment.
1-year of experience creating and analyzing reports with the data manipulation & visualization tools alteryx and power bi (or similar products) is preferred.
1-3 years of experience working with incontact or similar product preferred.
Experience adapting quickly to new technology.
Must work independently as well as work in a team environment.
Excellent communication and customer service skills are a mustCommunicating with all levels of management as well as internal and external clients is expected.
Ability to maintain confidential information as it relates to employees and clients.
Should be well organized and detail oriented with ability to handle a multitude of tasks and prioritize workload efficiently.
Must have the ability to work well under pressure and meet strict deadlines.
Ability to make decisions quickly in a fast-paced environment, manage responsibilities with minimal supervision and work as part of a team.
Ability to handle and resolve conflict in a positive manner.
Must be flexible to work outside of normal hours due to business needs.
Remote candidates welcome to apply
About apple leisure group
Apple leisure group® (alg) is the leading north american travel, hospitality and leisure management group with the only vertically-integrated business model, serving travelers and destinations worldwideAlg consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising: the largest seller of vacation packages and charter flights in the u.sFor travel to mexico and the caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands, brand management of 5-star and 4-star luxury resorts through amresorts® award-winning brand portfolio; best-in-class destination management services provided by amstar dmc and worldstar®, the exclusive loyalty program unlimited vacation club®; and the innovative technology solutions provider trisept solutions®, connecting over 88,000 travel agents with leading travel suppliersTo learn more about the apple leisure group advantage, visit appleleisuregroup.com.
Our values
At alg, we call our employees colleagues, because we are more than just employeesWe are united as a team, working toward a common mission and visionTogether, we are committed to live the core values by which we operate:
We care • we are authentic • we inspire action • we do it together • we own our results we are hungry for more • we do everything with passion
Benefits at a glance
We offer competitive salaries and a comprehensive benefit package to our u.sBased employees:
Medical, dental and vision insurance
Basic life insurance
Short & long term disability
Corporate wellness program
Travel discounts & deals
Paid time off & holidays
401(k) plan with company match
Tuition reimbursement
We are proud to be an eeo/aa employer m/f/d/vWe maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.
Hiring insights
Job activity
Posted 1 day ago
