Customer Experience Team Lead — UK & Ireland

Royal Caribbean Group; Pasay; On-site; PHP 600,000 - 900,000; Full time

Job summary

Royal Caribbean Group's international Guest and Trade Services team is seeking a full-time Supervisor, Customer Experience Services to model exceptional service, lead a team of trade service agents, and drive improvements across the UK&I contact centre.

In this role you will monitor performance, provide coaching, manage schedules, and collaborate with an outsourced partner to ensure on-brand experiences and timely resolutions for guests and trade partners.

Qualifications

• Bachelor’s degree or equivalent experience required.
• At least one year supervisory or leadership experience preferred.
• 100% fluent English, written and verbal.
• Royal Caribbean Group experience preferred.
• Willingness to travel occasionally.

Responsibilities

• Supervise a team of 10–18 service agents during UK&I hours.
• Coach and develop agents to achieve KPI targets.
• Monitor attendance, schedules, and performance metrics.
• Handle escalations and provide operational leadership.
• Collaborate with outsourced partner and other lines of business.

Skills

Communication

Coaching

Leadership

English fluency

Education

Bachelor’s Degree or equivalent

Tools

MS Office

AS400

Travelbox

Siebel

Job description

Royal Caribbean Group's international Guest and Trade Services team is seeking a full-time Supervisor, Customer Experience Services to model exceptional service, lead a team of trade service agents, and drive improvements across the UK&I contact centre.

In this role you will monitor performance, provide coaching, manage schedules, and collaborate with an outsourced partner to ensure on-brand experiences and timely resolutions for guests and trade partners.