Sales Operations & Performance Manager

Royal Caribbean Group; Makati; On-site; PHP 1,400,000 - 2,400,000; Full time

Job summary

Royal Caribbean Group seeks an Operations Manager to supervise Silversea Consumer Sales and Trade Reservations operations in a fast-paced contact center environment. You will drive efficiency, coach teams, and partner with Sales Leadership to improve conversion, revenue, and guest experiences.

You will lead cross-functional efforts to optimize processes, monitor KPIs, and ensure compliance with company policies across access channels while fostering a culture of accountability and continuous

Qualifications

• Bachelor’s degree or equivalent with minimum 5 years’ experience in industry or related field.
• Leadership experience of at least 3 years in sales or service call center environment, preferably in travel/tourism.
• COPC certification, Lean Six Sigma, PMP, is a plus.

Responsibilities

• Manage and oversee daily contact center operations and related processes.
• Monitor and analyze performance metrics; drive improvements.
• Lead and develop operations teams; coach for high performance.
• Collaborate with Sales Leadership, Quality, Training, and Workforce Management to optimize results.
• Drive sales performance, revenue, conversion, and productivity targets; manage resources and budgets.

Skills

Leadership

Data analysis

Sales analytics

KPI management

Process improvement

Project management

Education

Bachelor's degree

Job description

Royal Caribbean Group seeks an Operations Manager to supervise Silversea Consumer Sales and Trade Reservations operations in a fast-paced contact center environment. You will drive efficiency, coach teams, and partner with Sales Leadership to improve conversion, revenue, and guest experiences.

You will lead cross-functional efforts to optimize processes, monitor KPIs, and ensure compliance with company policies across access channels while fostering a culture of accountability and continuous