Data Analyst - Call Center

Data Analyst – Call Center

Reporting to: SVP, Digital Analytics

Department: BI Digital Analytics / Traveler Relations Center (Call Center)

Location: Boston, MA - hybrid

Position Summary

At Grand Circle Corporation, our mission is to change people’s lives through travel—and we believe that mission begins within our own teams. Our Traveler Relations Center (TRC) is the cornerstone of how we care for our travelers, and our Business Intelligence (BI) team plays a critical role in powering that care through data and insights.

We are a community built on emotional maturity, a willingness to take smart risks, and open and courageous communication. We believe in holding ourselves and each other accountable, sharing honest feedback, and learning through action. As a Data Analyst supporting the TRC, you will help us live these values by providing the analytical backbone for exceptional traveler experiences and a high-performing service culture.

The Data Analyst will act as a strategic liaison between the TRC and the Business Intelligence (BI) team, ensuring that operational challenges are addressed with data-driven insights and that analytics priorities align with business goals. This role will be critical in uncovering trends, optimizing performance, and empowering the TRC leadership with tools and reports that drive decision-making.

You will work cross-functionally with workforce management, quality assurance, training, and senior leadership to bridge day-to-day operational needs with long-term data strategy.

Key Responsibilities:

1. Data Analysis & Reporting

• 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.

1. Cross-Functional Liaison & Strategy

• 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.

1. Performance Optimization & Forecasting

• 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.

Qualifications

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

Why Join Us

• Join a mission-driven company that values data-informed decision-making at every level.
• Make a visible impact on traveler experience and contact center excellence.
• Be a part of a culture that embraces transparency, accountability, and bold thinking.