Real-Time Operations Coordinator – Workforce Planning

Royal caribbean international; Pasay; On-site; PHP 360,000 - 540,000; Full time

Job summary

Royal Caribbean Group in the Philippines is seeking an Operations Coordinator to support real-time staffing, service levels, and attendance policy enforcement across RCCL contact centers in North America, the Philippines, and a third-party vendor.

You will monitor call volumes, route work, manage scheduling, and provide data entry and reporting to leadership, ensuring consistent attendance policies and strong internal customer service.

Qualifications

• High school diploma required.
• 3+ years of call center experience required.
• Strong verbal and written communication skills.

Responsibilities

• Real-time operational monitoring and staffing management across centers.
• Maintain and troubleshoot workforce databases and related systems.
• Plan future staffing needs and coordinate time off and training.
• Prepare reports on operational performance and attendance.
• Handle customer service inquiries and coordinate resource allocation.
• Perform other duties as required.

Skills

Strong communication

Analytical skills

Professional demeanor

Education

High school diploma

Tools

Aspect Workforce

Empower

Avaya CMS Supervisor

Route-it

Hyperion

Microsoft Outlook

Job description

Royal Caribbean Group in the Philippines is seeking an Operations Coordinator to support real-time staffing, service levels, and attendance policy enforcement across RCCL contact centers in North America, the Philippines, and a third-party vendor.

You will monitor call volumes, route work, manage scheduling, and provide data entry and reporting to leadership, ensuring consistent attendance policies and strong internal customer service.