Real-Time Customer Experience Operations Lead

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

Job summary

Royal Caribbean Group's Operations Control Unit seeks a full-time Operations Specialist to oversee real-time contact center management for North America, the Philippines, and a 3rd party vendor, covering about 2,200 employees.

Under general supervision you will analyze call volumes, staffing, service levels and productivity, manage schedules and training, and deliver timely reports to leadership to drive operational efficiency.

Qualifications

• Four-year college degree preferred or 3-5 years of call center experience.
• Strong verbal and written communication with leadership, directors and agents.
• Proficient PC skills including Microsoft Office and related databases.

Responsibilities

• Lead contact for Workforce Planning and support Leadership team.
• Ensure staffing, call routing, service levels and abandonments meet targets.
• Identify and implement process improvements in operations.
• Maintain and audit data across operational databases (Aspect, Avaya CMS, Hyperion).
• Assist scheduling time off, trainings, and events; manage shift bids and vacations.
• Forecast workload and staffing, prepare weekly performance reports; manage overtime/undertime.

Skills

Communication

Analytics

MS Office

Call center exp

Education

Bachelor's degree or 3-5 years call center exp

Tools

Aspect (Workforce)

Avaya CMS Supervisor

Route-it

Hyperion

Microsoft Outlook

Job description

Royal Caribbean Group's Operations Control Unit seeks a full-time Operations Specialist to oversee real-time contact center management for North America, the Philippines, and a 3rd party vendor, covering about 2,200 employees.

Under general supervision you will analyze call volumes, staffing, service levels and productivity, manage schedules and training, and deliver timely reports to leadership to drive operational efficiency.