Sales Operations Leader - Contact Center Growth

Royal Caribbean Group; Pasay; On-site; PHP 1,000,000 - 1,700,000; Full time

Job summary

Royal Caribbean Group's Silversea Consumer Sales and Trade Reservations teams seek an Operations Manager to oversee day-to-day contact center operations, optimize processes, and uphold quality and productivity. You will lead and develop teams, drive sales performance, and partner with Sales Leadership, Training, Quality, and Workforce Management to enhance guest and trade partner experiences.

This role requires strategic planning, KPI management, and strong stakeholder communication in a

Qualifications

• Bachelor’s degree or equivalent with minimum 5 years’ experience in industry or related field.
• Successfully demonstrated leadership experience of at least 3 years in sales or service call center environment, preferably in the Travel Industry
• COPC certification, Lean Six Sigma, PMP, is a plus

Responsibilities

• Operational Oversight: Manage and oversee daily business operations and monitor performance metrics.
• Sales Performance Management: Drive achievement of sales, revenue, conversion, and productivity targets.
• Team Leadership: Lead, mentor, and develop operation teams and foster a high-performance culture.
• Stakeholder Communication: Build relationships and present operational reports.
• Risk Management: Identify and mitigate operational risks and ensure health and safety compliance.

Skills

Leadership

Data analysis

Sales analytics

KPI management

Project management

Communication

Business acumen

Adaptability

Problem solving

Education

Bachelor’s degree or equivalent

Tools

COPC

Lean Six Sigma

PMP

Job description

Royal Caribbean Group's Silversea Consumer Sales and Trade Reservations teams seek an Operations Manager to oversee day-to-day contact center operations, optimize processes, and uphold quality and productivity. You will lead and develop teams, drive sales performance, and partner with Sales Leadership, Training, Quality, and Workforce Management to enhance guest and trade partner experiences.

This role requires strategic planning, KPI management, and strong stakeholder communication in a