Real-Time Contact Center Operations & Workforce Planner

Talentmate; Metro Manila; On-site; PHP 400,000 - 650,000; Full time

Job summary

Royal Caribbean Group in the Philippines is seeking an Operations Coordinator to support RCCL contact centers across North America, the Philippines, and a third-party vendor. This role focuses on real-time monitoring, data integrity, and efficient allocation of staff to meet service levels.

The ideal candidate has a high school diploma and at least 3 years of call center experience, with strong organizational and communication skills to work across brands and regions.

Qualifications

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

Responsibilities

• REAL-TIME OPERATIONAL MONITORING: ensure staffing, call routing and service levels are optimal across North America, the Philippines, and third-party vendor.
• DATABASE MANAGEMENT: maintain data entry across workforce management databases and troubleshoot system irregularities.
• FUTURE STAFF NEED PLANNING: schedule time off, training, and events with accuracy and creativity.
• HISTORICAL REPORTING: assist in preparing reports on operational performance and attendance.
• CUSTOMER SERVICE: handle inquiries and advise leadership on resource allocation to meet service level goals.
• PERFORMS OTHER DUTIES AS REQUIRED: perform any other duties as assigned by management.

Skills

Call center experience

Operations coordination

Education

High School Diploma

Job description

Royal Caribbean Group in the Philippines is seeking an Operations Coordinator to support RCCL contact centers across North America, the Philippines, and a third-party vendor. This role focuses on real-time monitoring, data integrity, and efficient allocation of staff to meet service levels.

The ideal candidate has a high school diploma and at least 3 years of call center experience, with strong organizational and communication skills to work across brands and regions.