Customer Experience Supervisor - UK & Ireland Operations

Royal caribbean international; Pasay; On-site; PHP 2,900,000 - 4,557,000; Full time

Job summary

Royal Caribbean Group in UK & Ireland contact centre is seeking a full-time Supervisor, Customer Experience Services to lead a team of service agents, ensure exceptional customer service, and support trade partners.

You will monitor performance, coach agents, manage schedules, handle escalations, and work with an outsourced partner to deliver KPI targets. The role requires a Bachelor's degree, at least one year of supervisory experience, and excellent English skills.

Qualifications

• Bachelor’s degree or equivalent required.
• Minimum one year of supervisory experience preferred.
• 100% fluent English, written and spoken.
• Experience with Royal Caribbean Group is preferred.
• Experience in contact centre environment is desirable.

Responsibilities

• Supervise a team of service agents during UK&I operating hours.
• Monitor performance against KPIs and coach agents.
• Collaborate with outsourced partner and location teams.
• Lead by example in customer service excellence.
• Handle escalations and staffing/roster management.
• Participate in departmental projects and process improvement.
• Provide accurate information and support to other lines of business.

Skills

Customer service leadership

Coaching & development

Analytical KPI tracking

English fluency

Team supervision

Education

Bachelor’s degree or equivalent

Tools

AS400

Travelbox

Siebel

Job description

Royal Caribbean Group in UK & Ireland contact centre is seeking a full-time Supervisor, Customer Experience Services to lead a team of service agents, ensure exceptional customer service, and support trade partners.

You will monitor performance, coach agents, manage schedules, handle escalations, and work with an outsourced partner to deliver KPI targets. The role requires a Bachelor's degree, at least one year of supervisory experience, and excellent English skills.