Operations Lead - Contact Center Workforce & Analytics

Royal caribbean international; Pasay; On-site; PHP 1,116,000 - 1,562,000; Full time

Job summary

Royal Caribbean Group's Operations Control Unit in the Philippines seeks an Operations Specialist to oversee real-time contact center operations for North America, the Philippines and a key vendor network, supporting about 2,200 staff.

Under general supervision you will manage staffing, call routing, service levels and performance reporting, with leadership collaboration to drive improvements, ensure accuracy, and maintain high standards of customer service across sites.

Qualifications

• Four-year college degree preferred or 3–5 years of call center experience.
• Strong communication skills and ability to present information to senior management.
• Proficiency in data analysis and reporting for workforce planning.

Responsibilities

• Lead contact for Workforce Planning and support leadership in daily activities.
• Ensure staffing, call routing, service levels and abatements are optimized and adjust for disruptions.
• Coordinate staffing with overtime/undertime, and support training across sites.

Skills

Leadership

Analytical thinking

Communication

Staff coordination

Education

Bachelor's degree

Tools

Microsoft Office

Avaya CMS

Hyperion

Route-it

Empower

Job description

Royal Caribbean Group's Operations Control Unit in the Philippines seeks an Operations Specialist to oversee real-time contact center operations for North America, the Philippines and a key vendor network, supporting about 2,200 staff.

Under general supervision you will manage staffing, call routing, service levels and performance reporting, with leadership collaboration to drive improvements, ensure accuracy, and maintain high standards of customer service across sites.