Real-Time Contact Center Operations Coordinator

Royal Caribbean Group; Metro Manila; In loco; PHP 420.000 - 620.000; Tempo pieno

Descrizione del lavoro

Royal Caribbean Group in the Philippines is seeking an Operations Coordinator to support real-time staffing, reporting, and attendance policies across North America and the Philippines contact centers. This full-time role concentrates on data entry, scheduling, and ensuring service levels are met in a fast-paced environment.

You will monitor call volumes, attendance, and productivity, coordinate with the Workforce Planning team, and provide accurate updates to leadership while maintaining policy

Competenze

• High school diploma required.
• 3+ years of call center experience required.

Mansioni

• REAL-TIME OPERATIONAL MONITORING: supporting staffing, routing and service levels and addressing disruptions.
• DATABASE MANAGEMENT: maintain and troubleshoot workforce management data in systems.
• FUTURE STAFF NEED PLANNING: assist in scheduling time off, trainings and events as needed.
• HISTORICAL REPORTING: prepare reports on operational performance and attendance tracking.
• CUSTOMER SERVICE: handle inquiries and support leadership on resource allocation.
• PERFORMS OTHER DUTIES AS REQUIRED: perform other job-related tasks as assigned.

Conoscenze

Call center experience

Formazione

High school diploma

Descrizione del lavoro

Royal Caribbean Group in the Philippines is seeking an Operations Coordinator to support real-time staffing, reporting, and attendance policies across North America and the Philippines contact centers. This full-time role concentrates on data entry, scheduling, and ensuring service levels are met in a fast-paced environment.

You will monitor call volumes, attendance, and productivity, coordinate with the Workforce Planning team, and provide accurate updates to leadership while maintaining policy