Contact Center Operations Manager

Royal Caribbean Cruises Ltd; Pasay; On-site; PHP 1,200,000 - 2,300,000; Full time

Job summary

Royal Caribbean Cruises Ltd. is seeking an Operations Manager to lead Silversea Consumer Sales and Trade Reservations teams in the Philippines. You will manage day-to-day contact center operations, drive efficiency, and coordinate with cross-functional partners to meet KPIs and revenue targets.

The role emphasizes process optimization, coaching, and enterprise-wide collaboration to deliver exceptional guest experiences and sustained sales performance.

Qualifications

• Bachelor's degree or equivalent with minimum 5 years’ experience.
• Successfully demonstrated leadership experience of at least 3 years in sales or service call center environment, preferably in the Travel Industry
• COPC certification, Lean Six Sigma, PMP, is a plus

Responsibilities

• Oversee daily operations of contact center teams.
• Monitor and analyze operational performance metrics and drive improvements.
• Collaborate with Sales Leadership, Quality, Training, and Workforce Management to drive sales effectiveness.
• Lead performance reviews, coaching, and development plans to improve results.

Skills

Leadership

Analytical skills

Sales management

Project management

Communication skills

Education

Bachelor's degree

Tools

COPC Certification

Lean Six Sigma

PMP

Job description

Royal Caribbean Cruises Ltd. is seeking an Operations Manager to lead Silversea Consumer Sales and Trade Reservations teams in the Philippines. You will manage day-to-day contact center operations, drive efficiency, and coordinate with cross-functional partners to meet KPIs and revenue targets.

The role emphasizes process optimization, coaching, and enterprise-wide collaboration to deliver exceptional guest experiences and sustained sales performance.