Senior CX Operations & Workforce Lead

Royal Caribbean Cruises Ltd; Pasay; On-site; PHP 750,000 - 1,200,000; Full time

Job summary

Royal Caribbean Group in the Philippines seeks a Sr. Specialist, Customer Experience Operations to oversee real-time operations, data management, and workforce planning for RCCL contact centers serving North America and the Philippines.

You will analyze call volumes, staffing, and performance, back up leadership, manage attendance policies, and drive process improvements in a fast-paced, deadline-driven environment.

Qualifications

• Four-year college degree (BA) preferred or 3-5 years of applicable call center experience.
• Strong communication and leadership abilities.
• Ability to analyze data, manage schedules and improve processes within deadlines.

Responsibilities

• Lead for general questions from Workforce Planning and the leadership team; back up the Operations Supervisor.
• Ensure staffing, call routing, service levels and abandonment targets are met; adjust for unplanned disruptions.
• Identify operational improvement opportunities and support standardized processes across sites.
• Maintain and audit data in operations databases (Aspect, Avaya CMS, Hyperion, etc.).
• Assist management and Workforce Planning with scheduling time off, trainings, and shift/holiday bids across sites.
• Plan and forecast short- and long-term workload; prepare weekly performance reports and overtime planning.
• Prepare, analyze and recommend reports on operational and staffing performance.
• Communicate attendance policies across brands/sites in North America and the Philippines.

Skills

Language skills

Mathematical skills

Reasoning ability

Software proficiency

Analytical skills

Education

BA degree preferred

3–5 years call center experience

Tools

Microsoft Office

Aspect (Workforce)

Avaya CMS Supervisor

Route-it

Hyperion

Microsoft Outlook

Job description

Royal Caribbean Group in the Philippines seeks a Sr. Specialist, Customer Experience Operations to oversee real-time operations, data management, and workforce planning for RCCL contact centers serving North America and the Philippines.

You will analyze call volumes, staffing, and performance, back up leadership, manage attendance policies, and drive process improvements in a fast-paced, deadline-driven environment.