Real-Time Operations Coordinator, Contact Center

Royal Caribbean Group; Philippines; On-site; PHP 450,000 - 650,000; Full time

Job summary

Royal Caribbean Group in the Philippines seeks an Operations Coordinator to support contact centers across brands. You will monitor staffing, service levels, and attendance policies, and provide real-time insights to leadership while handling data entry and reporting.

The role requires strong analytical, organizational, and communication skills, with a high school diploma and 3+ years in a call center environment. You will collaborate with teams to ensure smooth operations and accurate records.

Qualifications

• High school diploma or equivalent required.
• 3+ years of call center experience.
• Strong analytical, organizational and communication skills.
• Ability to manage multiple tasks in a time-sensitive environment.

Responsibilities

• REAL-TIME OPERATIONAL MONITORING: optimize staffing, routing and service levels.
• DATABASE MANAGEMENT: ensure accurate data entry in WFM systems and related tools.
• FUTURE STAFF NEED PLANNING: schedule time off, trainings and events.
• HISTORICAL REPORTING: prepare performance reports for leadership.
• CUSTOMER SERVICE: assist internal customers with inquiries and policies.
• PERFORMS OTHER DUTIES AS REQUIRED: support supervisor as needed.

Skills

Communication skills

Mathematical skills

Reasoning ability

Software knowledge

Interpersonal skills

Confidentiality

Education

High school diploma

Tools

Aspect Workforce

Empower

Avaya CMS Supervisor

Route-it

Hyperion

Microsoft Outlook

Job description

Royal Caribbean Group in the Philippines seeks an Operations Coordinator to support contact centers across brands. You will monitor staffing, service levels, and attendance policies, and provide real-time insights to leadership while handling data entry and reporting.

The role requires strong analytical, organizational, and communication skills, with a high school diploma and 3+ years in a call center environment. You will collaborate with teams to ensure smooth operations and accurate records.