Coord, Operations

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Journey with us Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Operations Control Unit Team has an exciting career opportunity for a full time Coord, Operations.

Overview

Under general supervision this role is essential to the success of the contact centers to help maintain optimal staffing, service level goals and maintain accurate daily record keeping. The Operations Coordinator requires general knowledge of the organization by brand and department and is responsible for daily clerical and real-time monitoring for all RCCL contact centers in North America, the Philippines, as well as a 3rd party vendor for a total of 2,200 employees. This role will assist in examining contact center trends which includes but not limited to call volumes, call patterns, staff productivity, attrition rates, and resource allocation. It will also include data entry and reporting which will be reviewed by the leadership team. Identifying organization as well as department policies and procedures will be required. Completing tasks accurately and efficiently will be required in a time sensitive environment. Multi-tasking and prioritizing will be required while meeting necessary deadlines. Rational and quick actions to daily call flow and unplanned events will be required. This role will also provide our employees information on different contact center attendance policies across the brands and sites in North America as well as the Philippines. This includes the understanding of different scheduling, adherence and time off requirements that must be implemented and managed throughout the different organizations in order to keep the consistency and integrity of all attendance policies. Delivery of outstanding internal customer service will be required. Professional and positive interaction with all levels of management, agents and colleagues is imperative. The administrative requirements in a contact center environment are always evolving and the Operations Coordinator must be able and willing to evolve within this environment.

Essential Duties and Responsibilities

• REAL-TIME OPERATIONAL MONITORING: Collaborate with the Workforce Planning team to ensure staffing, call routing and service level requirements are at optimal levels for all contact centers. Respond to and correct unplanned operational disruptions. Manage resource allocation and call routing, and work with leadership to meet departmental goals. Manage staffing levels with overtime and undertime.
• DATABASE MANAGEMENT: Ensure data entry for workforce management databases is accurate (e.g., Aspect Workforce, Empower, Avaya CMS, Hyperion). Troubleshoot irregularities to ensure data accuracy.
• FUTURE STAFF NEED PLANNING: Assist management, supervisors, agents and the Workforce Planning team in scheduling time off, training or briefings and events. Maintain accuracy and adaptability as needs evolve.
• HISTORICAL REPORTING: Support the Workforce Planning team in preparing reports on operational performance for all contact centers. Provide backup support for attendance tracking when needed.
• CUSTOMER SERVICE: Handle inquiries and problems via email, phone and walk-ups by contact center employees, HR and leadership teams. Make recommendations on resource allocation to meet service level and abandonment goals.
• PERFORMS OTHER DUTIES AS REQUIRED: Other job-related duties as assigned by supervision or management.

Qualifications

• Position requires a high school diploma.
• 3+ years of experience with call centers required.

Knowledge and Skills

• LANGUAGE SKILLS: Strong verbal and written communication; ability to present information to senior management and colleagues professionally. Ability to read and interpret regulations and attendance guidelines; strong listening and questioning skills.
• MATHEMATICAL SKILLS: Proficiency in basic math operations (addition, subtraction, multiplication, division) with whole numbers, fractions and decimals.
• REASONING ABILITY: Ability to define problems, collect data, establish facts, draw conclusions and solve problems with multiple variables. Ability to interpret instructions in various formats and work across multiple time zones.
• SOFTWARE REQUIREMENTS: Proficient in Microsoft Office. Familiarity with Aspect (Workforce, RTA, Empower), Avaya CMS Supervisor, Route-it, Hyperion and Outlook is preferred.
• OTHER QUALIFICATIONS: Strong analytical, organizational and administrative skills. Self-starter with initiative and strong interpersonal skills. Ability to build relationships and collaborate across locations to achieve positive outcomes. Maintain confidentiality and escalate issues as needed.

Physical Demands

• See, sit, stand, write, type, and operate a computer. May require lifting up to 10 pounds. Visual and hearing requirements align with standard office environments.

Work Environment

• Office environment with potential for shipboard or offsite locations. Noise levels may be elevated in some settings.

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Travel Arrangements

Thank you for your interest in Royal Caribbean Group. We’re committed to guiding you through the application process and providing answers to any questions you may have.

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