Contact Centre Planning, Reporting & Insights Manager

Discover your journey into the extraordinary.

Explora Journeys is a vibrant, cosmopolitan, European luxury brand, imagined in the heart of Swiss hospitality in Geneva. Leveraging our parent company MSC Group’s hundreds of years of maritime expertise, our fleet of six luxury ships (four currently in the pipeline) are being built and designed in a totally different and unique way that will transform and redefine the cruise experience, creating a category of its own, appealing to the next generation of luxury travellers.

An exciting opportunity exists for a talented Explora Experience Centres Planning & Reporting Professional to join our newly created luxury travel brand Explora Journeys and to to lead the Workforce Management (WFM), Analytics, and Process Improvement functions within our global Explora Experience Center operations. This role will be responsible for optimising operational performance, enhancing customer satisfaction, improving employee productivity, and driving continuous improvement initiatives through data-driven insights and operational best practices. This role is based in the office out of our based out of Johannesburg (South Africa) or Manila (Philippines).

1. Workforce Management (WFM):

• Oversee WFM teams responsible for forecasting, scheduling, real-time adherence, and capacity planning.
• Ensure optimal staffing levels to meet SLAs and minimise operational costs.
• Provide real-time incident alerts covering both resourcing issues, or performance quality issues, and ensure contingency / recovery plans are continually developed with Training & Operations Leads globally.
• Support the implementation of new WFM / WFO technologies to improve efficiency and accuracy.
• Collaborate with HR and Operations on hiring plans, training cycles, and shift patterns.

2. Analytics & Reporting:

• Lead the development of performance dashboards, KPIs, and operational reports to inform strategic decisions.
• Utilise data to drive performance management, root-cause analysis, and continuous improvement.
• Identify trends in customer behavior, agent performance, and contact drivers to guide decision-making.
• Provide actionable insights to stakeholders across departments.

3. Process Improvement:

• Identify and eliminate inefficiencies in workflows, call handling, escalation procedures, and support tools.
• Drive automation and digital transformation initiatives where applicable (e.g., AI/IVR/chatbot optimization).
• Foster a culture of continuous improvement through training, coaching, and change management.
• Partner with IT, QA, training, and operations teams to align goals and implement solutions.
• Participate in budgeting, vendor management, and strategic planning initiatives.
• Represent the contact centres in cross-functional projects and executive discussions.
  
  

• Education: Bachelor’s degree in Business Administration, Operations, Analytics, or related field preferred or equivalent career leadership experience.
• Experience: 5+ years in contact centre operations with a minimum of 5 years in a senior leadership role; overseeing WFM, analytics, business insights & process improvement.
  
  

• Technical Skills: Strong knowledge of WFM tools (e.g., NICE, Verint, Genesys, Calabrio), BI tools (e.g., Power BI, Tableau), and CRM platforms (SalesForce is a strong advantage).
• Understanding of latest AI powered Quality Evaluation tools.
• Competencies: Strategic thinking, analytical mindset, operational excellence, leadership, and stakeholder management.
• Fluent English

At Explora Journeys, we are redefining luxury ocean travel — where discovery, well-being, and a deep respect for the seas come together in harmony.
We seek passionate professionals who share our vision of a more immersive, transformative way to discover the world’s most inspiring destinations by sea.
Are you ready to turn your passion into something extraordinary? Join us at Explora Journeys, where an ocean of opportunities awaits. Your journey to the Ocean State of Mind starts here.