Real-Time Operations Coordinator - Contact Center

Royal Caribbean Group; Pasay; On-site; PHP 446,000 - 725,000; Full time

Job summary

Royal Caribbean Group is hiring an Operations Coordinator to support contact centers across North America and the Philippines, including a third-party vendor. The role focuses on real-time monitoring, data entry, and reporting to sustain service levels and attendance policies.

The ideal candidate will manage scheduling, analyze call patterns, and collaborate with leadership to optimize resource allocation while maintaining high internal customer service standards.

Qualifications

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

Responsibilities

• REAL-TIME OPERATIONAL MONITORING to optimize staffing and service levels.
• DATABASE MANAGEMENT for workforce data using multiple systems.
• FUTURE STAFF NEED PLANNING including time off, training and events.
• HISTORICAL REPORTING to support performance reviews and attendance tracking.
• CUSTOMER SERVICE handling inquiries via email, phone, and in person and advising leadership on resource allocation.
• PERFORMS OTHER DUTIES AS REQUIRED beyond the listed tasks.

Skills

Verbal and written communication

Analytical skills

Organizational skills

Self-starter

Education

High school diploma

Tools

Microsoft Office

Aspect Workforce

Empower

Avaya CMS Supervisor

Route‑It

Hyperion

Microsoft Outlook

Job description

Royal Caribbean Group is hiring an Operations Coordinator to support contact centers across North America and the Philippines, including a third-party vendor. The role focuses on real-time monitoring, data entry, and reporting to sustain service levels and attendance policies.

The ideal candidate will manage scheduling, analyze call patterns, and collaborate with leadership to optimize resource allocation while maintaining high internal customer service standards.