Real-Time Operations Coordinator - Contact Center Analytics

Royal Caribbean Group; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

Royal Caribbean Group in the Philippines is seeking a competent Operations Coordinator to support contact centers across North America and the Philippines. Under supervision, you will monitor staffing levels, service levels, and daily records, while contributing to real-time decision making and attendance policy guidance.

You will manage data entry in workforce databases, generate reports, assist with scheduling, and collaborate with leadership to optimize resource allocation.

Qualifications

• High school diploma required.
• 3+ years of call center experience required.
• Experience with workforce management systems preferred.
• Strong administrative and organizational skills.

Responsibilities

• REAL-TIME OPERATIONAL MONITORING: Monitor staffing, call routing, and service levels; react to disruptions and manage resource allocation.
• DATABASE MANAGEMENT: Ensure data entry in workforce management databases is accurate (Aspect Workforce, Empower, Avaya CMS, Hyperion).
• FUTURE STAFF NEED PLANNING: Assist in scheduling time off, trainings, and events as they arise.
• HISTORICAL REPORTING: Support preparation of reports on operational performance across contact centers.
• CUSTOMER SERVICE: Handle inquiries and provide information to leadership on resource allocation to meet goals.
• PERFORMS OTHER DUTIES AS REQUIRED: Perform other duties as assigned by supervisor or management.

Skills

Call center experience

Real-time monitoring

Data entry

Analytical skills

Education

High school diploma

Tools

Aspect Workforce

Empower

Avaya CMS Supervisor

Hyperion

Microsoft Outlook

Job description

Royal Caribbean Group in the Philippines is seeking a competent Operations Coordinator to support contact centers across North America and the Philippines. Under supervision, you will monitor staffing levels, service levels, and daily records, while contributing to real-time decision making and attendance policy guidance.

You will manage data entry in workforce databases, generate reports, assist with scheduling, and collaborate with leadership to optimize resource allocation.