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Grand Circle Corporation · 4 months ago

Data Analyst - Call Center

Boston, MA

Full-time

Hybrid

Mid, Senior Level

5+ years exp

Grand Circle Corporation is dedicated to changing lives through travel, with a focus on exceptional traveler experiences powered by data and insights. The Data Analyst will serve as a strategic liaison between the Traveler Relations Center and the Business Intelligence team, providing analytical support to optimize performance and drive decision-making.

LeisureTourismTravel

H1B Sponsor Likely

Responsibilities

Design and maintain dashboards, scorecards, and reports to track TRC KPIs (call volume, handle time, SLA adherence, CSAT/NPS, agent productivity, etc.)

Automate and optimize reporting processes to enable real-time performance monitoring

Conduct root-cause analyses and proactively surface insights to guide team actions

Create and maintain single-source-of-truth documentation that will be used as reference by technical and non-technical teams and underpin all reporting and analysis

Serve as a data translator between TRC operations and BI stakeholders

Partner with TRC leaders to understand/define and document key metrics and KPIs

Communicate findings to both technical and non-technical audiences with clarity and impact

Support forecasting, scheduling, and staffing efforts using historical and real-time data

Contribute to initiatives that improve traveler satisfaction, reduce inefficiencies, and enhance call deflection

Collaborate with call QA and training teams to use data in performance coaching and process improvement

Qualification

SQLExcelData visualizationCall center analyticsData synthesisIntellectual curiosityContinuous improvementProcess documentationSnowflakePythonInterpersonal skillsCommunication skillsOwnership mindset

Required

Bachelor's degree in Analytics, Statistics, Business, or a related field

Minimum 5 years of experience in a data analytics role, with at least 3 years focused specifically on call center analytics

Strong command of SQL and Excel; Experience designing relational data models and proficiency with BI/visualization tools such as Tableau, Looker, or Power BI

Ability to synthesize large, complex data sets into clear business insights

Strong interpersonal and communication skills – able to partner effectively across teams and levels

Demonstrated ownership mindset, intellectual curiosity, and a passion for continuous improvement

Experience translating and documenting business critical processes and workflows to ensure alignment across all departments

Preferred

Experience working with call center platforms (e.g., NICE, Genesys, Five9) and CRM systems (e.g., Salesforce) is a plus

Experience with Snowflake and/or Python is a plus

Benefits

50% Discount on GCC trips

Robust healthcare benefits, including medical, dental, vision, and flex spending accounts

Generous Paid time off (PTO)

Paid holidays throughout the year

Company-paid life insurance

Paid short- and long-term disability insurance

401K Retirement Savings account

Discounted auto and renters insurance

Volunteer and philanthropy opportunities to give back in Boston and where we travel

Casual dress code every day

Company

Grand Circle Corporation

Grand Circle Corporation is a travel agency specializing in small ship and river cruising trips.

Founded in 1958

Boston, Massachusetts, USA

1001-5000 employees

https://www.gct.com

H1B Sponsorship

Grand Circle Corporation has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (4)

2024 (6)

2023 (2)

2022 (5)

2021 (4)

2020 (15)