Consumer Insights Analyst (Call-Miner)

LOCATION: Remote

WELCOME TO THE GLOBUS FAMILY OF BRANDS!

With 95+ years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes and countless joy-filled memories in more than 70 countries on six continents across the globe. With equal measures in vision and hard work; team collaboration and commitment; adaptability, honesty, and integrity as well as a genuine love for all-things-travel, the Globus family of brands – a leader in international travel – now offers unparalleled, perfectly planned tours; inventive, inspiring cruises and modern, independent vacation packages to millions of travelers.   

We are always on the hunt for exciting, team associates passionate about life and work: People who are easily inspired and excited about what they do. We offer incredible career opportunities in a variety of roles including, but not limited to: vacation planning, reservations, marketing, finance, IT, and customer care. 

Company Benefits Include: Pension Plan, 401K Match, 16-26 days of vacation, Health, vision, dental and life insurance, (For associates working outside US, these benefits may vary slightly) Work from home options, and Home office internet reimbursement.

Exciting Travel Benefits: 60% to 90% off tours and cruises (plus discounts for friends and family), a free Avalon cruise after 2 years, and Special deals with travel partners like Marriott, Expedia, IATA/IATAN, Norwegian Cruise Line, Hertz, and Thrift Car Rentals to name a few.

ABOUT THE ROLE

The Consumer Insights Analyst is responsible for monitoring and maintaining the speech analytics database, developing scores for key sales and call center metrics, and studying trends to provide actionable insights that support the company's sales development. This role leverages CallMiner Eureka Speech Analytics to perform in-depth analysis, delivering information that helps the company understand customer interactions and behaviors to the contact center and beyond. This position requires an energetic, proactive professional with strong analytical and report modeling skills eager to grow their career and explore the possibilities of AI in the travel industry.
 

EXPERIENCE/SKILLS REQUIRED

• Strong analytical skills with the ability to interpret complex data sets.
• 2+ years using CallMiner Eureka Speech Analytics or similar SQL (structured query language) tools
• Proven experience with database query strings 
• Knowledgeable in call center metrics
• Excellent communication skills to present findings and recommendations effectively.
• Must be proficient in Microsoft Suite, specifically Excel; pivot tables, V-lookups, formulas and importing of data  

EXPERIENCE/SKILLS PREFERRED

• Travel industry experience
• Familiarity with Microsoft Dynamics 365 a plus 
• The preferred candidate will hold a bachelor’s degree in a related field; or 3-5 years related experience and/or training; or equivalent combination of education and experience. 

RESPONSIBILITIES 

• Responsible for building, qualifying, and managing all categories, scores and initiatives in speech analytics program (Call Miner).
• Generate comprehensive reports and dashboards on key sales and call center metrics
• Study and analyze trends using speech analytics platform to uncover patterns and insights from customer and travel advisor interactions. 
• Identify and propose solutions to mitigate or eliminate customer and travel advisor pain points that drive contacts into the business. 
• Develop strategies to enhance the overall customer experience based on insights derived from speech analytics. 
• Collaborate with sales, marketing, customer service and business solution teams to share insights and drive data-informed decisions. 
• Interact with vendors and other business partners using speech analytics software to help learn best practices and share ideas. 

ABOUT THE DEPARTMENT

The Direct Sales Team consisting of Customer Sales & Service, Charters & Direct Groups is responsible for creating happy guests and partners with sales success and providing outstanding service and support. This team increases passenger sales through the direct consumer and group sales channels. They develop and maintain emerging markets channels by integrating sales and marketing strategies to establish direct buyer relationships and create demand for our products. 

EEOC

Globus family of brands is an equal opportunity employer. We prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.