Customer Experience Operations Analyst

Royal Caribbean Group; Pasay; Presencial; PHP 420.000 - 660.000; Jornada completa

Descripción de la vacante

Royal Caribbean Group in Pasay, Philippines, is seeking a full‑time Operations Coordinator to support contact centers across North America and the Philippines. You will monitor staffing, service levels, and attendance, while managing data entry and reporting in real time to help leadership optimize operations.

The role requires a high school diploma and 3+ years of call center experience, with strong communication, analytical, and organizational skills, plus experience with Workforce/Empower

Formación

• 3+ years of call center experience is required.
• Strong verbal and written communication skills are essential.
• Proficiency with MS Office and attendance reporting tools is expected.

Responsabilidades

• Real-time operational monitoring of staffing and service levels across contact centers.
• Maintain databases and perform data entry for workforce management tools.
• Plan future staffing needs and schedule time off with management.
• Prepare historical reports on operational performance for leadership review.
• Handle customer inquiries via email, phone, and walk‑ups with internal teams.
• Perform other duties as required by management.

Conocimientos

Call center experience

Communication skills

Analytical skills

MS Office

Educación

High school diploma

Herramientas

Aspect Workforce

Empower

Avaya CMS Supervisor

Hyperion

Route‑it

Microsoft Outlook

Descripción del empleo

Royal Caribbean Group in Pasay, Philippines, is seeking a full‑time Operations Coordinator to support contact centers across North America and the Philippines. You will monitor staffing, service levels, and attendance, while managing data entry and reporting in real time to help leadership optimize operations.

The role requires a high school diploma and 3+ years of call center experience, with strong communication, analytical, and organizational skills, plus experience with Workforce/Empower