Sales Operations Leader — Growth & Performance

Royal Caribbean Cruises Ltd; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Royal Caribbean Cruises Ltd (Silversea brand) is seeking an Operations Manager to oversee day-to-day contact center operations for consumer sales and trade reservations. You will optimize processes, drive KPIs, and collaborate with Sales Leadership and QA to improve guest and partner experiences.

The role requires 5+ years in leadership within sales or service centers, with strong data analytics, and the ability to lead cross-functional teams toward revenue growth and improved conversion.

Qualifications

• Bachelor's degree or equivalent with at least 5 years in related field.
• Proven leadership experience of at least 3 years in sales or service call center.
• Certifications such as COPC, Lean Six Sigma, or PMP are a plus.

Responsibilities

• Oversee daily operations of consumer sales and trade reservations contact centers.
• Optimize processes to improve efficiency, quality, and productivity.
• Drive sales performance and revenue growth through coaching and strategy.
• Collaborate with Sales Leadership, Training, QA, and Workforce Management.
• Monitor KPIs, implement corrective actions, and manage resources and budgets.
• Lead performance reviews and foster a high-performance culture.

Skills

Leadership

Data analysis

Sales management

Communication

Problem-solving

Strategic planning

Coaching

Education

Bachelor's degree or equivalent

Tools

MS Office/Excel

CRM systems

Email proficiency

Job description

Royal Caribbean Cruises Ltd (Silversea brand) is seeking an Operations Manager to oversee day-to-day contact center operations for consumer sales and trade reservations. You will optimize processes, drive KPIs, and collaborate with Sales Leadership and QA to improve guest and partner experiences.

The role requires 5+ years in leadership within sales or service centers, with strong data analytics, and the ability to lead cross-functional teams toward revenue growth and improved conversion.